We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to inform us. This will assist us to improving our standards.

If you have a complaint please contact us with the full details.

1. We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint.
2. We will then investigate your complaint. This will involve passing your complaint to our client care partner, Simon Gibson, who will review your matter and discuss with the member of staff who acted for you.
3. Simon Gibson will then invite you to a meeting to discuss and hopefully resolve your complaint. Simon Gibson will do this within 14 days of sending you the acknowledgement letter.
4. Within 3 days of the meeting, Simon Gibson, will write to you to confirm what took place and any agreed solutions with you.
5. If you do not want a meeting or it is not possible, Simon Gibson will send you a detailed written reply to your complaint, which will include Simon’s suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter or from the date of the meeting.
6. At this stage, if you remain unsatisfied, you should contact us again and we will arrange for David Kirwan, our senior partner, to review the decision.
7. 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.
8. If you are still not satisfied, you can then contact the Legal Services Ombudsman at PO Box 6806, Wolverhampton, WV1 9JW about your complaint. Any complaint to the Legal Services Ombudsman must usually be made within six months of the date of our final decision on your complaint. For further information you should contact the Legal Services Ombudsman on 0845 608 6565 or online www.legalcomplaints.org.uk.

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