If at any point you become unhappy with the service we provide to you, then please inform us immediately so that we can do our best resolve the problem for you. We will then take steps to investigate your complaint. This will involve our complaints handling manager reviewing your file and speaking to any members of staff involved with your matter or mentioned in your complaint.

You will be contacted by your stated preferred method (such as phone, e-mail or letter) within 7 days with details of the results of the investigation and a suggested remedy.

You can either respond by your preferred method or call our office and arrange a convenient appointment time when our complaints handling manager, Darren Draper can telephone you to discuss your complaint and try and reach a resolution.

Within seven days of the discussion, Darren Draper will write to you to confirm what took place and any solutions he has agreed with you.

If you did not request a discussion but you responded to the investigation letter then Darren Draper will send you a response within 7 days of receiving your response.

If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman expects complaints to be made to them within six years of the date of the act or omission about which you are concerned or within three years of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within sixth months of our final response to you. However, please note that from 1 April 2023 these time limits are changing. From the 1 April the Legal Ombudsman expects the complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.

You may contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ or on telephone number 0300 555 033 or enquiries@legalombudsman.org.uk. Their website is http://www.legalombudsman.org.uk. Before you make a complaint to the Legal Ombudsman, it is a requirement that you have raised the complaint with us first and we have had 8 weeks to deal with your complaint. If you are not satisfied with our reply after the 8 weeks has expired you can complain to the Legal Ombudsman.