Complaints Handling Procedure

We aim to provide the highest level of service to all our clients and are pleased to say that our record suggests that we are successful with this aim.

If you do, however, have cause to complain, the firm recognises the need for careful handling of your complaint and adheres to the following procedure –

1. We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.
2. Our Client Care Manager, Mr Christopher Borrowdale, will then investigate your complaint.  This will normally involve reviewing your matter file with the member of staff who acted for you.
3. We will then send you a letter confirming our understanding of your complaint and our response.  This will be done within 21 days of receipt.
4. We will then await 14 days for any response you may wish to make and take the following action –
   • If no response received, we will consider the matter closed and file papers
   • If response received, Christopher Borrowdale will review the situation and determine any further action.  This could be a phone call/face to face meeting, and this will be arranged within 7 days of receipt of your response.
5. If the matter remains unresolved Christopher Borrowdale will review with another Director and issue a final response within 7 days of last contact.
6. If you still consider your complaint to be unresolved, you can contact the Legal Ombudsman, the independent complaints body for complaints about lawyers.

The Legal Ombudsman's contact details are -

Telephone:  0300 555 0333     Minicom:  0300 555 1777

Website:  www.legalombudsman.org.uk

Post:  Legal Ombudsman, PO Box 6167, Slough, SL2 0EH

Any complaint to the Legal Ombudsman must usually be made within six months of receiving a final written response from us about your complaint or within one year of the act or omission about which you are concerned occurring or within one year of you realising there was a concern.  .