Complaints Procedure

The Firm is committed to providing a high-quality legal service to all our clients.

When something goes wrong, we need you to tell us about it. This will help us to maintain and improve our standards.

Our complaints procedure

If you have a complaint, please contact the Principal, Sarah Dixon, with the details.

What will happen next?

1.    We will send you a letter acknowledging your complaint and where necessary asking you to confirm or explain the details. We will also let you know who will be dealing with your complaint and also provide you with the contact details for the Legal Ombudsman with the postal and web address of that organisation. You can expect to receive our letter within 3 working days of receiving your complaint.

2.    We will record your complaint in our central register and open a file for your complaint. We will do this within 2 working days of receiving your complaint.

3.    Sarah Dixon will then start to investigate your complaint. She will do this within 10 working days. The complaint investigation will normally involve her examining your file and (if she did not act for you personally) speaking with the person within the Firm who acted for you.

4.    If you would like to have a meeting to discuss and hopefully resolve your complaint, we will arrange this within 3 working days of your request.

5.    Within two working days of the meeting Sarah Dixon 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 if it is not possible, she will send you a detailed reply to your complaint; this will include her suggestions for resolving the matter.

6.    At this stage, if you are remain dissatisfied, you can let us know. We will then arrange (with your permission) to send your file outside the Firm for review and investigation. This may be to another Firm of solicitors, a member of the Sole Practitioners’ Group, or a member of the local Law Society. This process is likely to take 10 days.

7.    We will let you know the result of the review within 2 working days of the end of the review. At this time Sarah Dixon will write to you confirming the Firm’s final position on your complaint (taking into account the views of the external investigator) and explaining our reasons.

8.    If you are still not satisfied with the Firm’s decision at the conclusion of the complaints procedure you may refer the matter to the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ; telephone 0300 555 0333; [email protected]; www.legalombudsman.org.uk.

There is a time limit for referring the matter to the Legal Ombudsman which is generally 6 months from the end of our Firm’s complaint procedure and no later than 12 months from when the matter first occurred.

If we have to change any of the timescales above, we will let you know and explain why.