Complaints Policy
Our Complaints Policy
We are committed to providing a high-quality 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. We aim to respond and have your complaints resolved within eight weeks. However, if you feel the problem isn’t resolved, you reserve the right to take legal action if you believe it is appropriate.
What will happen next?
- We will send you an email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our Director, Lawrence Johnson, who will review your matter file and speak to the member of staff who acted for you.
- Lawrence will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, Lawrence will write to you to confirm what took place and any solutions he has agreed with you.
- If you do not want a meeting or it is not possible, Lawrence will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for a third-party member of the team to review their own decision or appropriate alternative such as review by another local solicitor or mediation.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
