The promises we make to you
We agree the level of service you require in advance, and we work hard to deliver it at every stage of your matter.
What you can expect from us
Whatever your matter, we commit to the following standards for every client.
Clear advice
We will give you clear legal advice that you can understand, and make sure you know what we are doing and your prospects of success.
Agreed expectations
We will agree with you in advance the expectations of service you require, and represent your interests accordingly.
Transparent costs
We will be clear about the likely costs involved, including how these can be funded, and only charge in accordance with the advice given.
Regular updates
We will keep you regularly informed of progress and any developments on your matter.
Confidentiality
We will protect your confidentiality at all times, handling your matter with discretion and care.
A prompt response
We will respond promptly to your correspondence, calls and enquiries, and deal with any complaints quickly.
Complaints
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority.
What to do if we cannot resolve your complaint
We hope that we will satisfactorily resolve your complaint. However, if you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal services you have received from us. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
Contact details
The Legal Ombudsman contact details are set out below.
- Website: www.legalombudsman.org.uk
- Telephone: 0300 555 0333 between 9am to 5pm. Minicom: 0300 555 1777
- Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH