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Complaints Procedure

We aim to offer all our clients an efficient, effective and high quality service and we encourage feedback from Clients about our services and our Partners and staff. Our procedure is set out below.

If you are not happy with the services we have provided, including our bills or any aspect of the way in which your instructions are being handled, please speak to the Partner dealing with your matter in the first instance.

If they are unable to resolve any problem to your satisfaction or if you would prefer to speak to another partner please contact Edward Hoare, the firm's Senior Partner.

He will ask you to write to us to confirm the details of your complaint, including:

  • your full name and contact details;
  • what you think we have got wrong;
  • what you hope to achieve as a result of your complaint; and
  • your file reference number (if you have it).

Thereafter:

1. We will record your complaint in our central register and send you a letter acknowledging your complaint within 5 working days. We will also let you know the name of the person who will be dealing with your complaint. Typically this will be our Senior Partner although exceptionally he may allocate a member of the firm’s management in his place.

2. Our Senior Partner will investigate your complaint. This will normally involve the following steps:             

a. He will ask the partner or member of staff who acted for you to draft a reply to your complaint.

b. He will then examine your complaint and their draft reply. He may also speak to them and other staff involved with your assignment, and if necessary review your file(s) and correspondence, time records and other relevant documentation. We may also suggest a meeting with you to discuss and, we hope, resolve your complaint.

3. Our Senior Partner will aim to finalise his investigation and respond to your complaint within 15 working days of the date of our letter of acknowledgement. This response may include suggestions for resolving the matter.  If we need longer to investigate your complaint, we will contact you to confirm this and aim to complete our investigation within a further 10 working days. If the matter is particularly complex, we may write to you again to confirm any further extension. We will in any event provide you with a substantive response within 40 working days of receiving your complaint.

4. At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision, typically by a Partner sitting on our management committee.

5. We will let you know the result of that review within 10 working days confirming our final position on your complaint.

6. In the unlikely event that you should remain unsatisfied, The Legal Ombudsman for England and Wales is available to members of the public, very small businesses, charities, clubs and trusts. The Legal Ombudsman expects complaints to be made to them within six years from the date of the act/omission about which you are concerned, or three years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure detailed above has been exhausted within the last six months. The Legal Ombudsman’s contact details are as follows:

Telephone: 0300 555 0333 (international: +44 121 245 3050)
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ