Complaint procedure

We are sorry you are unsatisfied with the service you have received from us.

Our aim is to ensure we offer the best possible service to all of our clients and when our service has fallen below the standard you expect of us, we would like to hear about it. In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, please contact Mr Neil Pidgeon, our Managing Director.

What will happen next?

  • We will acknowledge receipt of your complaint within two working days.
  • Within one day of receiving your complaint it will be entered in our central register and a file will be opened. We will investigate your complaint by examining the relevant file. If further details are required before we can investigate your complaint, we will write to you for additional information. This will usually be within ten working days from receipt of your complaint.
  • After investigating your complaint, we will write to you with a response and any suggestions for resolving your complaint. If appropriate we will invite you to meet Mr. Neil Pidgeon to discuss and hopefully resolve your complaint. We aim to do this within 21 working days from receiving your complaint.
  • If you prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write fully to you setting out our views on the situation and address any redress we would feel to be appropriate. A reply will be sent to you within 21 days of the date when you informed us that you do not wish a meeting to take place.
  • If we are not able to meet these timescales we will write to inform you of the reason why and the new timescales.
  • Within two days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases, we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
  • If you are not satisfied with our proposal for resolving your complaint, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This will happen in one of the following way;
    • We will arrange with someone in the firm who has not been involved in your complaint to review it.
    • We will invite you to agree to referring the matter to the Local Conciliation Scheme details of which will be provided to you. We will let you know how long this process will take.
  • We will let you know the result within five days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons.

If you remain dissatisfied after receiving our final response you can contact the Legal Ombudsman about the complaint. They will look at your complaint independently and it will not affect how we handle your case.

Call: 0300 555 0333 between 9am to 5pm.
Email: [email protected]
Write: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

You may contact the Legal Ombudsman if your complaint has not been resolved within eight weeks from the date that you made the complaint.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. A six-month time limit, from the date of our final response, normally applies to complaints to the Legal Ombudsman. Usually, complaints must be made to the Legal Ombudsman within six years of the date of the reason for the complaint, or within three years of discovery of the reason for the complaint.

However, please note that the service provided by the Legal Ombudsman is only available to certain types of clients/organisations. Further details of those eligible for the service can be found on the Legal Ombudsman’s website. Alternatively, you should contact the Ombudsman on the helpline number given above.

The Solicitors Regulation Authority can help you 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.
You can raise your concerns with the Solicitors Regulation Authority.