Complaints Handling Procedure and Policy

Client Complaints Handling Procedure and Policy

It is important to us to follow a policy based on transparency, proactive communication, and robust complaints handling.

By adhering to the guidance and regulations outlined by both the Legal Ombudsman and the Solicitors Regulation Authority (SRA), we aim to reduce complaints, improve service delivery, and foster transparent and trustworthy relationships with our clients.

We are committed to providing high-quality legal services. However, we recognise that there may be occasions when clients feel dissatisfied. This policy sets out our two-stage internal procedure for handling complaints promptly, fairly, and consistently.

Target Key Timings

The table below summarises the key stages and timescales within our complaints procedure. Further detail is set out in the sections below.

We will issue a final response, or explain why this is not possible, within 8 weeks of receiving a complaint.

1.Definition of a Complaint

A complaint is any expression of dissatisfaction, whether made orally or in writing, about our service, fees, or conduct, raised by an existing or prospective client.

2. How to Make a Complaint

If you have concerns about our service, we ask that you raise them as soon as possible so that they can be addressed.

Concerns can be raised by:

• Speaking directly with the solicitor or fee earner handling your matter; or
• Putting your complaint in writing by email or letter to our Client Care & Resolution team

While complaints are ideally made in writing for clarity, verbal complaints will be treated equally and recorded appropriately.

3. Acknowledgement of Complaints

When a complaint is received, we will:

• Acknowledge receipt of the complaint within two working days
• Confirm the name and contact details of the person dealing with the complaint
• Confirm that there is no charge for handling the complaint
• Explain the next steps and expected timescales

4. Complaints Handling Procedure

We operate a two-stage internal complaints procedure.

Stage 1 – Investigation and Response

A senior member of the firm (the Investigating Officer) will be appointed to look into your complaint. 

They will:

• • Review the complaint carefully
  • Examine relevant documents and correspondence
  • Speak with those involved in the matter where appropriate

We aim to provide a written response within 25 days of acknowledging the complaint. This response will:

• • Set out our findings
  • Confirm whether the complaint is upheld (in whole or in part)
  • Offer an apology where appropriate
  • Explain any steps we propose to take to resolve the matter
  • Explain how the complaint can be escalated if the client remains dissatisfied

If further time is required, we will explain why and provide a revised timescale, while ensuring the overall handling of the complaint remains within 8 weeks of receipt.

Stage 2 – Escalation Review and final response

If you remain unhappy following the Stage 1 response, you may request an internal review.

• • Requests should be made in writing within 5 days of receiving the Stage 1 response. We may consider requests made outside this timeframe where it is reasonable to do so.
  • The review will be carried out by the Managing Director or another senior individual who was not involved in the earlier stage

We will provide a final written response within 25 days of receiving the request for review. This response will:

• • Set out the outcome of the escalation review;
  • Confirm that this is the firm’s final response and that the internal complaints process is now complete; and
  • Provide full details of your right to refer the matter to the Legal Ombudsman, including the time limits for doing so.

5. Completion of the Complaints Process

If we are unable to resolve the complaint within 8 weeks of it being received, we will write to you to:

• Explain why the complaint remains unresolved
• Confirm your right to refer the matter to the Legal Ombudsman at that stage
• Provide the Legal Ombudsman’s contact details

6. Legal Ombudsman

If you remain dissatisfied, you may refer your complaint to the Legal Ombudsman.

Address: PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333 (8.30am – 5.30pm)
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Complaints must be referred:

• Within six months of the date of our final written response; and
• No more than:
  • One year from the date of the act or omission complained about; or
  • One year from the date when you should reasonably have known there was cause for complaint

7. Solicitors Regulation Authority (SRA)

The SRA regulates solicitors and law firms in relation to professional conduct, rather than service quality.

If your concerns relate to issues such as dishonesty, misuse of client money, or discrimination, you may contact the SRA:

Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Telephone: 0370 606 2555
Website: www.sra.org.uk/report

8. Recording and Monitoring

We keep a record of all complaints and review them periodically to help improve our service and ensure compliance with regulatory requirements.

9. Confidentiality

All complaints are handled confidentially and in line with our data protection policies.

10. Accessibility and Communication

This policy is available on our website and can be provided in alternative formats on request.

Throughout the process we aim to:

• Use clear and straightforward language
• Remain contactable by email, telephone, and/or letter

11. Cost of Complaint Handling

There shall be no charge to the client for handling a complaint. This should be made clear to the client at the outset of the complaint and at any point where such a query is raised.