We are authorised by the Solicitors Regulation Authority (SRA). We are committed to high-quality legal advice and client care and aim to offer all our clients an efficient and effective service.

We are committed to high-quality legal advice and client care and are keen to resolve any concerns as soon as possible and in order to do this, will follow our complaints handling procedure.

Our Complaints Procedure is as follows:

Step One:

Please write to us with details of your complaint.

Step Two:

We will write to the client acknowledging their complaint within five working days. In this letter, we shall confirm what happens next.

Step Three:

Either our Mr Conroy or Mr Shelley will investigate the matter by reviewing the file and speaking to the member of staff concerned. If for some reason, the matter cannot be investigated in this timeframe, then we will write to the client notifying them of this together with the reason why and giving a revised timescale.

Once the investigation has been completed, we will invite the client to a meeting to discuss the issue(s) they have raised and hopefully resolve the complaint. This meeting will take place within 14 days of sending the acknowledgement letter to the client. Following the meeting, we shall write to the client within five working days of the meeting to confirm the discussion and the solution agreed upon.

If the client does not want to or is unable to attend such a meeting (or the meeting is not necessary), we will be happy to send the client a detailed, written response, including the proposed solution, within 14 working days of sending the letter acknowledging receipt of the complaint.

Step Four:

If the client is satisfied with our response following the above steps, that will be the end of the matter. However, if the client is not satisfied, they will be invited to write to the Legal Ombudsman.

Clients must always complain to us first. In most cases, they will not be able to take their complaint further without allowing us the opportunity to deal with the complaint.

Legal Ombudsman

If we receive a complaint from the Legal Ombudsman, we will be required within a time frame to the complaint reply Stipulated by them to reply to the complaint.

Clients can refer any complaint about our work, fees or level of service but there are some conditions and time limits. Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of the client having received a final written response from us about their complaint.

You must refer a complaint to the Legal Ombudsman not more than one year from the date when you should reasonably have known that there was cause for complaint or the Legal Ombudsman will not deal with it.

For further information, please contact the Legal Ombudsman on 0330 555 0333 or visit www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at PO Box 6168, Slough, SL1 0EH.

Solicitors Regulation Authority

If someone thinks a Solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no limits for making a report but there are limits in what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit: SRA’s Website.

Further Information

For further information about our complaints handling procedures, please do not hesitate to contact Mr Kevin Conroy [email protected].