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Complaints Procedure

Our People

We value your instructions and aim to meet or exceed your expectations of service and quality of work in all aspects. If, however, you have any concerns about our service or work for you it may be helpful to contact the person who is working on your case to discuss your concerns. Alternatively please contact our Managing Partner, Mark Glenister on + 44 (0)20 3468 3064.

What to do if we cannot resolve your complaint

If you are dissatisfied with the outcome of discussing your complaint with our Managing Partner or are unable to agree a basis of mediation, you may raise a complaint with The Legal Ombudsman. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint

and

  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them:

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.