Complaints

complaints procedure

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a complaint, please contact John Stuart, our Client Care Partner. You can write to him at 285 Fore Street, London, N9 0PD.  If we have to change any of the responsibilities or the timescales set out below we will let you know and explain why.

What will happen next?

1. After 5 working days we will send you a letter asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.
2. We will then record your complaint in our central register. We will also investigate your complaint by examining the relevant file.
3. If appropriate we will then invite you to meet Mr Stuart to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 14 days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, I will write fully to you setting out my views on the situation and any redress that we would feel to be appropriate.
4. Within three days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
5. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This will happen in one of the following ways.
6. Mr Stuart will review his own decision
7. We will arrange for someone in the firm who has not been involved in your complaint to review it.
8. We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman. If you are still not satisfied, you can contact them about your complaint. We very much hope that this will not be necessary.
9. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. If you wish to make such a complaint you should normally do so within 6 months of receiving our final response to your complaint or within 6 years of the act or omission about which you are complaining occurring (or if outside this period, within 3 years of when you should reasonably have been aware of it). They can be contacted by post at PO Box 6806 Wolverhampton WV1 9WJ, by email to enquiries@legalombudsman.org.uk or by telephone on 0300 555 0333.

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority on the following link: https://www.sra.org.uk/consumers/problems/report-solicitor/