Our approach to complaints
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we want you to tell us about it, so that we can address your concerns and to help us improve our standards.
How to complain and who to complain to
We do not require you to complain in any particular way. You just need to let us know that you are unhappy. In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.
If you would like to make a formal complaint, we have set out our procedure for doing so below. Making a complaint will not affect how we handle your case.
You can make a formal complaint by phone, or by correspondence. The person with responsibility for complaints is:
77-79 High Road
N22 6 BB
The Solicitors Regulation Authority can help you if you are concerned about our professional behavior. You can contact them at www.sra.org.uk/consumers/problems/report-solicitor.page
Our complaints procedure / steps we will take
- We aim to resolve a complaint within eight weeks.
- We will acknowledge receipt of your complaint within two working days of us receiving the complaint. We will send you a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complain to our client care partner, Sally Thompson, if the complaint has not already been directed to her. She will review your matter/ file and speak to the member of staff who acted for you or who the complaint relates to.
- Sally Thompson will then normally invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within fourteen days of sending you the acknowledgement letter.
- Within three days of the meeting, Sally Thompson will write to you to confirm what took place and any solutions she has agreed with you.
- If you do not want a meeting or it is not possible, Sally Thompson will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within twenty one days of sending you the acknowledgment letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner or someone unconnected with the matter at the firm to review the decision.
- We will write to you within the fourteen days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If we have to change any of the timescales above, we will let you know and explain why.
If you remain unhappy after our complaints procedure
If you are still not satisfied, you can then contact the Legal Ombudsman as soon as possible but within 6 months of receiving a final response from us to your complaint and
- No more than 6 years from the date of act/omission: or
- No more than 3 years from when you should reasonably have known there was a cause for complaint
The contact details are:
PO BOX 6806
TEL: 0300 555 0333 between 9am and 5pm
Alternative complaints bodies such as Ombudsman Services exist which are competent to deal with complaints about legal services should both you and this firm wish to use such a scheme, if the internal complaints process has not been able to settle your complaint.
The contact details are
Tel: 0333 300 1620
We would agree to use the Ombudsman Services or one of the other organizations identified as being competent to address complaints within the legal services sector (such as ADR Group or ProMediate)