Complaints Procedure

Should there be any aspect of our service with which you are unhappy, including a bill rendered by us, please contact the fee earner dealing with your case to discuss the problem. In the event that they cannot resolve the matter, you should contact Robin Smith, the firm’s Client Care Director. We aim to handle all complaints promptly, fairly and effectively. In the first instance we must aim to resolve your complaint within 8 weeks of receiving it. If we are unable to resolve your complaint to your satisfaction, you should note your right to complain to the Legal Ombudsman at the conclusion of our complaints process at PO Box 6806 Wolverhampton WV19WJ (tel. 03005550333); www.legalombudsman.org.uk; email enquiries@legalombudsman.org.uk. Time limits apply –  generally the complaint should be notified no later than 12 months after you found there was a problem and within 6 months of you receiving a final response to your complaint from us. Should you exceed these time limits, then the Legal Ombudsman may not accept your complaint.