COMPLAINTS PROCEDURE

Introduction 


We are committed to providing a high-quality legal service to all of our clients. If you have a problem, or are dissatisfied with the services which we provide (including any problem with a bill for work done on your behalf), which you are unable to resolve with the individual dealing with your matter or the person managing our relationship with you, please inform us without delay. This will enable us to investigate your complaint and will also help us to continue improving the standard of service we provide to our clients.


Our Complaints Procedure


If you have a complaint please contact our Principal, Tim Johnson, setting out the nature of your complaint. 
We will send you a letter acknowledging receipt of your complaint within seven working days of receiving the complaint.
We will then investigate your complaint. This will involve the Principal reviewing your matter in detail and discussing the details of your complaint with the member of staff who acted for you.


Tim Johnson will then contact you to discuss, and hopefully resolve, your complaint. This will be within seven working days of sending you the acknowledgement letter referred to above.


Within seven working days of the discussion the Principal will write to you to confirm what took place, and any agreed solutions with you.


If you do not want to discuss your complaint or it is not possible for you to do it, the Principal will send you a written reply to your complaint, which will include suggestions for resolving the matter, within 14 working days of sending you the acknowledgement letter or from the date of the discussion (whichever is the earlier).


If you are still not satisfied, you can then contact the Legal Services Ombudsman at PO Box 6806, Wolverhampton, WV1 9JW about your complaint. Any complaint to the Legal Services Ombudsman must usually be made within six months of the date of our final decision on your complaint. For further information you should contact the Legal Services Ombudsman on 0300 555 0333, at enquiries@legalombudsman.org.uk or online at www.legalombudsman.org.uk. If we have to change any of the timescales above we will let you know and explain why.