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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.

If you have a complaint, please contact us with the details. As you will appreciate, we will need you to

particularise your complaint in writing so that we are able to understand precisely what it is that you

are complaining about.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care principal, Nathalie Wespieser, who will review your file in light of your complaint. In the event of your complaint being about a case Nathalie has conduct of, your complaint will be referred to another member of our team to review and the details of that person will be provided to you.
  3. Once the matter has been reviewed, you will be invited to attend a meeting at our office to discuss and, hopefully, resolve your complaint. This invite will be sent to you within 14 days of sending you the acknowledgment letter.
  4. Within five working days of the meeting, the person who reviewed your matter will write to you to confirm the outcome of the meeting and any solutions agreed with you.
  5. If you do not want a meeting or it is not possible for you to attend a meeting, a written response to your complaint, including suggestions to resolve your complaint, will be sent to you within 21 days of sending you the acknowledgment letter.
  6. At this stage, if you are still not satisfied, you may contact us again and ask for a review of the firm’s decision. We will then write to you within 14 days of reviewing your request for a review, confirming the firm’s final position in respect of your complaint and explaining our reasons.
  7. If you are still not satisfied about the response provided to your complaint, you may contact: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.
  8. If we have to change any of the timescales above, we will let you know and explain why.