Our complaints policy
We are committed to providing a high-quality legal service to all our clients. Our complaints procedure is designed to help you bring your dissatisfaction to our attention so we can look at what has happened and provide you with an explanation. This will also help us improve our standards.
Our complaints procedure
If you have a complaint, please follow the procedure below.
In the first instance, please raise any dissatisfaction or complaint with the person dealing with your file.
If the matter is not resolved at Stage 1, please contact the Complaints Handler (details of who you will find in the initial client care letter which was sent to you) who will send you a letter acknowledging receipt of your complaint within three working days enclosing a copy of this procedure.
You can contact the Complaints Handler by letter, fax or email. The details are as follows:
First floor Offices
40 Tooting High Street
Fax: 020 8767 7719
The complaints handler will then investigate your complaint by reviewing your file and by speaking to the person dealing with your file. If appropriate, the complaints handler invite you to a meeting to discuss and hopefully resolve your complaint.
Within three working days of the meeting, the complaints handler will write to you to confirm the outcome of the meeting and any solutions which has been agreed with you. If you do not want a meeting or it is not possible, the complaints handler will send you a detailed written reply to your complaint, including our 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 the complaints handler to review their own decision. 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.
If we have been unable to settle your complaint using our internal complaints process, you have a right to contact the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints. You have six months from the date of our final letter in which to complain to the Legal Ombudsman. The contact details for the Legal Ombudsman are as follows:
The Legal Ombudsman suggests allowing us up to eight weeks to resolve the issue through our internal complaint procedure or 8 weeks since the date when your first made your complaint.
The Legal Ombudsman may be unable to deal with your complaint unless:
- The problem or when you found out about it happened after 6 October 2010;
- You make the complaint to the Legal Ombudsman within either of the following: six years of the problem occurring or three years from when you found out about it; and
- That you refer the complained to the Legal Ombudsman within 6 months of the Complaint Handler’s final response.
Alternative Complaints Bodies
Alternative complaints bodies such as Ombudsman Services (https://www.ombudsman-services.org/) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We agree to use this scheme.
If we need to change any of the timescales above, we will let you know and explain why.