Regulatory

Complaints

If you have experienced a problem with our service, or if you are unhappy with any invoice that we have sent to you, please let us know. We will do our best to address any dissatisfaction that you have experienced in using the services of this firm. Our primary objective will be to address your concerns and to put things right.

Our complaints policy

In accordance with the professional rules to which all solicitors’ firms are subject to in England and Wales we also run a formal complaints handling policy. We are in any event committed to providing a high-quality service to our clients and this includes a commitment to putting things right when they go wrong.  This policy explains how we will set out to do so.

Our complaints procedure

Our complaints partner is Moira Andrews.  You can contact her by e-mail at  [email protected] or by post to our office at International House,
24 Holborn Viaduct, London, EC1A 2BN, England.

We will strive to address and resolve any dissatisfaction that you experienced with our service as soon as possible, and in any case within the period of eight weeks from your having brought it to our attention as recommended by the professional guidelines to which we are subject.  If you do not agree with the outcome of our complaints review process, or if we fail to investigate it within this timescale, you might be able to complain to the Legal Ombudsman.  This service is only available to private clients of law firms and to organisations that are micro-enterprises, however, and certain charities, clubs, associations, or trustees.  For more details of the availability of this service please see their website: www.legalombudsman.org.uk.

Where it is possible to refer a complaint to the Legal Ombudsman you would usually be required to do so within six months of your receipt to our final response to your complaint. The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.  Their postal address is PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333 or they can be contacted by email at [email protected].

Alternatively, you may contact the Solicitors Regulation Authority (SRA) if you have concerns as to whether we have breached any of their professional rules for solicitors.  These rules can be found at https://www.sra.org.uk/solicitors/standards-regulations and the SRA can be contacted by post at The Cube, 199 Wharfside Street, Birmingham B1 1RN, or by email to [email protected].

Please rest assured that our overriding concern will be to address any dissatisfaction or concerns that you have as to our professional services.