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 service to you.
How to make a complaint
If you have a complaint, you should initially raise any concerns with the person who has conduct of your matter. You can contact us in writing (by letter or email) or by telephone. To help us to understand your complaint, and in order that we do not miss anything, please tell us:
- Your full name and contact details.
- What you think we have got wrong.
- How you would like your complaint to be resolved.
- Your file reference number (if you have it).
If you don’t know who to speak to or in the event that your concerns are still unresolved, then please set out your complaint in writing to our Head of Risk and Compliance,
Thara Majid, who has overall responsibility for complaints. Thara Majid’s contact details are:
Thara Majid
How your complaint will be dealt with
1. We will acknowledge any written complaint within 3 working days of receipt. We may ask you to confirm or explain any details. Your complaint will then be investigated by
Thara Majid. You will not be charged for our time spent in investigating and responding to your complaint.
2. We usually aim to complete investigations within 21 days, but it may take longer, especially if files have been archived or are particularly complex. We will aim to conclude our investigation within 8 weeks of your complaint being made.
3. We hope that we can resolve your complaint and Thara Majid will write fully to you setting out her views.
What happens if you do not agree with our conclusion about your complaint?
Alternative dispute resolution (ADR) bodies exist, which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We have, however, chosen not to adopt an ADR process.
If, therefore, you wish to complain further, you may be able to refer your complaint to the independent organization, the Legal Ombudsman. You should do so as soon as possible and in any event within 6 months of our final communication to you about your complaint. The Legal Ombudsman generally expects consumers to exhaust the law firm’s complaints process before referring a complaint to it.