How to make a complaint

We are sorry that you are considering making a complaint. Our complaints procedure differs depending on who you are and the nature of your complaint. Please see below for details on how to make a complaint and what to expect. 

Client complaint about our service

In the first instance we encourage you to raise your concerns directly with the person handling your matter. We find this is generally the quickest and most effective way to resolve your complaint and will be the first stage in our complaints process. Where possible we will resolve your complaint at this stage. If we can resolve your complaint to your satisfaction, then this will end the complaints procedure.

If we are unable to resolve your complaint or you have not had a response to your complaint within four weeks you should refer your complaint to our Complaints Handling Director* (please see contact details below). The Complaints Handling Director will conduct a second review of your complaint (stage two in our complaints process). Upon the conclusion of the second review, you will be issued with a final response concluding the internal process.

We aim to complete our internal investigation into your complaint within eight weeks. If for an unforeseen reason this is not possible then we will notify you and confirm a revised timetable.

Please note: We may determine, based on the nature of your complaint, to deviate from the process outlined above. If we consider this appropriate, we will notify you of the revised process.

* Should a complaint relate to the Complaints Handling Director, the second stage review will be conducted by another senior case handler where possible. 

If we cannot resolve your complaint

If we are unable to resolve your complaint within eight weeks then you can refer your complaint to the Legal Ombudsman; an independent complaints body who can investigate complaints about the legal service you have received from us.

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 details are:

• legalombudsman.org.uk
• 0300 555 0333 (Minicom: 0300 555 1777)
• [email protected]
• Legal Ombudsman, PO Box 6167, Slough SL1 0EH

Alternative complaints bodies such as ADR Group (http://www.adrgroup.co.uk) are available however we do not agree to use these services because we consider that the service offered by the Legal Ombudsman is the most appropriate means of resolving matters between us.

Complaints about our conduct

If your complaint relates to a breach of the Solicitors Regulation Authority’s (SRA) Standards and Regulations (https://www.sra.org.uk/solicitors/standards-regulations) please raise your complaint directly with the Complaints Handling Director. Your complaint will be responded to as soon as possible and no later than eight weeks

If you are not happy with our response following our investigation, you can make a report via the SRA’s website (https://www.sra.org.uk/consumers/problems/report-solicitor).

Complaints from third parties (those who are not our client)

If you are not our client but consider you have cause to complain about us please contact the Complaints Handling Director. This will be classed as a third-party complaint.

Upon receipt of your complaint we will confirm what action we propose to take and what, if any, options are available to you.

Please note, there may be limitations to what we can do if you have a complaint about our service and you are not our client. In some instances, your complaint may result in action that we are not able to discuss with you due to confidentiality and data protection reason.

Contact details

If you are a client, the contact details for the person handling your matter will be available by request and will be detailed on your initial letter from us when you first instructed us.

The Complaints Handling Director is Richard Ashton. Richard Ashton’s contact details are:

• [email protected]
• 07815 642696
• Maple House, Sitka Drive, Shrewsbury Business Park, Shrewsbury SY2 6LG