Complaints Procedure

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.

You won't be charged for us handling a complaint and it won't affect how we handle your case.

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

If you have a complaint, please contact us with the details.

What Will Happen Next?
  1. We will aim to write to you acknowledging receipt of your complaint within two working days of receiving it and providing you with a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to Kevin McKenzie (or an independent lawyer if Kevin is not available), who will review your matter file and speak to Roberta.
  3. Kevin (or the independent lawyer) will then invite you to a meeting to discuss and hopefully resolve your complaint. They will aim to do this within 14 days of sending you the acknowledgement letter.
  4. Kevin (or the independent lawyer) will aim to write to you within three days of the meeting to confirm what took place and any solutions they have agreed with you.
  5. If you do not want a meeting or it is not possible, Kevin (or the independent lawyer) will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, normally within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the decision to be reviewed or, if we feel it appropriate, an alternative, such as review by another local solicitor or mediation to review the decision.
  7. We aim to write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. We hope that we have been able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal service you have received from us.
  9. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

The Legal Ombudsman's contact details are: -

Telephone: 0300 555 0333 Minicom: 0300 555 1777


Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ