Complaints Policy

OUR COMPLAINTS POLICY


We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards. If you have a complaint, contact us with the details.

WHAT WILL HAPPEN NEXT

Within 7 days of receipt of your complaint, we will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint and we will record your complaint in our central register and open a separate file for your complaint.

Nick Haigh, the principal of the firm and the solicitor in charge of client care, will then start to investigate your complaint in consultation with the member of staff who acted for you. We will then respond to your complaint within 21 days of completion of the consultation process. You will then be invited to contact us within 5 days of receipt of this response and, if you require a meeting to discuss and hopefully resolve your complaint, we will endeavour to arrange a meeting within 2 weeks of your request.

Within 7 days of the meeting Nick Haigh will write to you to confirm what took place and any solutions he has agreed with you.

At this stage, if you are still not satisfied, you can contact us again. We will then arrange to review our decision. This will happen in one of the following ways:-

Another solicitor in the firm will review Nick Haigh’s decision within a further 14 days.

We will provide you with contact details for the Legal Ombudsman if your complaint is regarding our service or bill , at which point a complaint must be made to them within 6 months of our final written response, or the Solicitors Regulation Authority if the complaint is regarding the firm or the behaviour of a member of our firm and/or a breach of the rules governing solicitors.