Complaints Handling Policy

Making a complaint

The overall Client Care and Complaint Handling Partner is Tim Gregory and he will ensure that in dealing with a complaint all of the procedures have been adhered to so that complaints are handled effectively and efficiently. This procedure also applies to prospective clients for whom we have declined to act.

• Initially the complaint should be directed to the fee earner dealing with the matter. This complaint should be acknowledged within 14 days of receipt. A full response to the complaint will be provided within 28 days. If the fee earner does not envisage that timescale to be achievable then they will set out the reasons and provide details of when the complaint will be answered in the acknowledgement.
• Should they be unable to resolve the complaint satisfactorily the next stage of the complaint procedure is for the fee earner to refer the complaint to Tim Gregory. Tim Gregory is the person with overall responsibility for making sure that the complaint is resolved. All complaints that a fee earner is unable to resolve are referred to Tim Gregory as soon as possible.
• If the firm is unable to resolve the complaint internally then the client is advised of his/her right to refer the matter to the Legal Ombudsman. You will have to bring your complaint to the Legal Ombudsman within 6 months of receiving a final response from us about your complaint and 6 years from the date of the act or omission giving rise to the complaint or alternatively 3 years from the date you should reasonably have known there are grounds for complaint (if the act/omission took place before 6 October 2010 or was more than 6 years ago).

The firm recognises that effective and positive complaint handling is an important aspect of client care and service quality.

If you have complained to us and you are not satisfied with our response, you can contact the Legal Ombudsman.

The Legal Ombudsman deals with poor service, such as:

• delayed or unclear communication
• problems with your bill
• loss of documents

You can contact the Legal Ombudsman by:

• calling them on 0300 555 0333
• going to the Legal Ombudsman website
• emailing them at enquiries@legalombudsman.org.uk

Before it will consider a complaint the Legal Ombudsman generally requires that the firm's internal Complaints Procedure (outlined above) has been exhausted. If the Legal Ombudsman is satisfied that the firm's proposals for resolving a complaint are reasonable, it may decline to investigate further. You will have to bring your complaint to the Legal Ombudsman within 6 months of receiving a final response from us about your complaint and 6 years from the date of the act or omission, giving rise to the complaint. Alternatively, 3 years from the date you should reasonably have known there are grounds for complaint.