Complaints Procedure

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 sort out mistakes or misunderstandings and to improve our standards.

Our complaints procedure:

If you have a complaint, please raise the problem with the lawyer responsible for your matter, or if you prefer, our Managing Partner.

What will happen next?

  1. 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. You can expect to receive our letter within three working days of us receiving your complaint.
  2. We will record your complaint in our central register and open a separate file for your complaint. We will do this promptly after receiving your complaint.
  3. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within three working days after any reply.
  4. We will then start to investigate your complaint. This will normally involve the following steps.
    4.1. We will pass your complaint to our Managing Partner within three working days.
    4.2. He will ask the solicitor who acted for you to reply to your complaint within five working days.
    4.3. He will then examine their reply and the information in your complaint file. If necessary he will also speak to them. This will take up to five working days from receiving their reply and the file.
    4.4. The Managing Partner will then invite you to meet him and discuss and hopefully resolve your complaint. He will do this within five working days.
    4.5. After the meeting, the Managing Partner will write to you to confirm what took place and any solutions he has agreed with you.
    4.6. If you do not want a meeting or it is not possible we shall send you a detailed reply to your complaint. This will include suggestions for resolving the matter. We shall do this within five working days of the Managing Partner completing the investigation.
  5. At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways:
    5.1. Another partner of the firm will review the Managing Partner’s decision within ten working days.5.2. We will ask our local Law Society or another local firm of solicitors to review your complaint within five working days. We will let you know how long this process will take.
    5.3. We will invite you to agree to independent mediation within five working days. We will let you know how long this process will take.
    We will let you know the result of the review within five working 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.
  6. If you are still not satisfied with the way in which your complaint has been handled you may be able to ask the Legal Ombudsman to consider the complaint (note that this option is not available to businesses or most other organisations unless they are below certain size limits). The Legal Ombudsman’s website has more information about how to complain ( Alternatively their contact details are as follows: Email: Telephone: 0300 555 0333 Address: PO Box 15870, Birmingham B30 9EB

Please note that you will normally need to bring any complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.

If we have to change any of the timescales above, we will let you know and explain why.

BrookStreet des Roches