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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 improve our standards.

If you have a complaint please contact us with the details. We have eight weeks to consider your
complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman or
SRA.

What will happen next?

  1. You will need to set out the exact nature of your complaint. Please address this to Lynn Bevan
    the Client Care Director at these offices.
  2. We will send you a letter acknowledging receipt of your complaint within 3 days of
    receiving it.
  3. We will then investigate your complaint. This will normally involve Lynn Bevan reviewing your
    matter file and she will speak to the person who has had acted for you.
  4. Lynn Bevan will then invite you to a meeting to discuss and hopefully resolve your
    complaint. She will do this within 14 days of sending you the acknowledgement letter.
  5. Within 3 days of the meeting Lynn Bevan will write to you to confirm what took place and
    any solutions she has agreed with you.
  6. If you do not want a meeting or it is not possible Lynn Bevan will send you a detailed written
    reply to your complaint, including any suggestions for resolving the matter within 21 days of
    sending you the acknowledgment letter.
  7. At this stage if you are still not satisfied you should contact us again and we will arrange for a
    review with either another local solicitor or mediation to review that decision.
  8. We will write to you within 14 days of receiving your request for a review, confirming our
    final position on your complaint and explaining our reasons.
  9. If you are still not satisfied you can then contact the Legal Ombudsman about your complaint. Normally you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint or within 6 years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). The Ombudsman will normally be the first point of contact for a complaint but you can report the matter directly to the Solicitors Regulation Authority (SRA) if you think the firm or anyone regulated by the SRA at the firm has breached an SRA Principle.