Complaints Procedure

We are committed to providing a high standard of legal service to all our clients. However, if something goes wrong or you are unhappy with any aspect of our service, we want to know about it. This will help us to address your concerns and improve the service we provide.

We will deal with your complaint promptly, fairly and effectively in accordance with the requirements of the Solicitors Regulation Authority (SRA).

What is a Complaint?

A complaint is any expression of dissatisfaction about our service, whether it is made in person, by telephone, by email or in writing.

How to Make a Complaint

If you have a complaint, please contact our Complaints Officer, Justin Ginger at this firm.

You can make your complaint by:

• Writing to us
• Emailing us
• Calling our office
• Speaking to a member of our team

Please provide as much information as possible about your concerns so that we can investigate the matter fully.

If your complaint relates to Justin Ginger, it will be handled by Stuart Cooper.

What Will Happen Next

1. Acknowledgement

We will acknowledge your complaint within two working days of receiving it.

2. Investigation

Your complaint will be reviewed by our Complaints Officer. This will normally involve reviewing your file and discussing the matter with the member of staff who handled your case.

3. Discussion or Meeting

Where appropriate, we may invite you to a meeting or telephone call to discuss your concerns and explore how the issue can be resolved.

4. Written Response

After investigating your complaint, we will provide a written response explaining our findings and any proposed resolution.

Our aim is to resolve complaints as quickly as possible while ensuring a fair and thorough review.

If You Are Not Satisfied With Our Response

If we are unable to resolve your complaint, or you remain dissatisfied with our final response, you may refer your complaint to the Legal Ombudsman, which deals with complaints about legal services.

Contact Details for the Legal Ombudsman:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Website: https://www.legalombudsman.org.uk

You must usually refer your complaint to the Legal Ombudsman:

• Within six months of receiving our final response, and
• Within one year of the act or omission you are complaining about, or within one year of when you should reasonably have known there was a cause for complaint.

Our Commitment

We value our clients and take all complaints seriously. Where issues arise, we will make every effort to resolve them constructively and maintain a positive working relationship.