Professional legal services

in the City of London

Phone

020 3589 4099

Our aim is to ensure that your legal work is performed in an efficient, friendly and cost-effective manner. Whilst we hope that you will not need to complain, we recognise the wisdom of explaining our internal complaints procedure. When something goes wrong, we need you to tell us about it. This will help us to improve our standards

You are entitled to complain about any aspect of your case, including your bill. Should you have a complaint, please feel free to discuss it with the lawyer dealing with your case in the first instance. It is far better to raise a concern early on than allow the problem to fester.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to Howard Timms who will review your matter file and speak to the person who acted for you.

3. He/She will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He/She will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting, he/she will write to you to confirm what took place and any solutions he/she has agreed with you.

5. If you do not want a meeting or a meeting is not possible to arrange he/she will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another solicitor in a local practice to review the decision.

7. 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 to change any of the timescales above, we will let you know and explain why.

8. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 15870, Birmingham B30 9EB or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint and the Legal Ombudsman will check that you have tried to resolve you complaint with us first. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.

9. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority – www.sra.org.uk

Please note you have a right to apply for the assessment of your bill under Part III of the Solicitors Act 1974.

We would expect to receive any complaints within 3 months of the subject matter of the complaint being identified to you.

All Solicitors must attempt to resolve problems that may arise with their services. It is therefore important that you immediately raise any concerns you have with us. We value you and would not wish to think you have reason to be unhappy with us.