We are committed to providing a high-quality legal service to all our clients and when something goes wrong we need to know how and why to help us improve our standards.
If you feel that we have not met your expectations in some way please raise your complaint with your fee earner or the partner supervising your matter who will try to resolve it promptly.
If your complaint remains unresolved you can ask for it to be referred to our risk and compliance team which is headed up by Andrew Goodall.+44 20 7597 6359Email Andrew
If, for any reason, you are still not satisfied with our response to your complaint, you may want to refer the matter to the relevant regulatory organisation. For work carried out by English solicitors and registered foreign lawyers, you can refer the matter to the Legal Ombudsman Service at PO Box 6806, Wolverhampton, WV1 9WJ. Further details can be found on Legal Ombudsman Website or by calling their helpline on 0300 555 0333 or by contacting Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ.
Any referral to the Legal Ombudsman must be made within six months of the date that we finish going through our own complaints procedure. Additionally, although the Legal Ombudsman will, in time accept complaints up to six years from the date of act or omission, or three years from when you should have known about it, currently the date of the act or omission you are complaining about must have taken place or have come to your attention after 6 October 2010.
Alternative complaints bodies such as ProMediate exist which are competent to deal with complaints about legal services (click here and go to the tab about “professionals”), but we consider the service offered by the Legal Ombudsman to be the most appropriate means of resolving any dispute. However, if you would like to make representations as to why we should use ProMediate in your case then you may do so. We will not consider using ProMediate if the matter has already been dealt with by the Legal Ombudsman.
You may contact the Legal Ombudsman at any time and will not be prejudiced by trying to settle any difference between us.
You can raise your concerns with the Solicitors Regulation Authority if you are concerned about this firm’s professional conduct.