I aim to deal with all complaints promptly, fairly and without discrimination or prejudice. I will do my utmost to meet the timescales for dealing with your complaint set out below. I should be happy to correspond by email if you would prefer this to post.
I will send you a letter acknowledging your complaint within 4 working days of receipt . I may ask you to confirm or explain the details.
I will then investigate your complaint and aim to send, within 14 days of receipt of your complaint, either my detailed reply with any proposal I may have to resolve your complaint or invite you to a meeting to discuss it
If we meet I aim within 4 working days of the meeting to write to you to confirm what took place and any solutions I have proposed or we have agreed. If you do not want attend a meeting, I will send you a detailed reply to your complaint with any proposal I may have to resolve it .I aim to do this within 5 days of receipt of your notification that you do not want a meeting.
I will reconsider my response in the light of any further points you may raise in reply.
Depending on the circumstances it may be appropriate for a solicitor in another firm to undertake the investigation into your complaint. Where this is the case I will inform you accordingly and let you know the identity of the solicitor to whom I intend to refer your complaint. I will not disclose the details of your complaint or any documents pertaining thereto without your consent .
If you complain to me about my charges, I will follow the procedures set out above. If you are not satisfied with my response to your complaint, you may wish to take your complaint about my charges to the Legal Ombudsman. Alternatively, you may apply to the court for assessment of my charges under Part III of the Solicitors Act, 1974. If you apply to the court for assessment of my charges, the Legal Ombudsman may not be able to deal with your complaint on my charges.
If you are still not satisfied with my response to your complaint, you may wish to contact the Legal Ombudsman or the SRA you can view details of when and how to complain to them by pressing the “Complaints” tab on the left