If you have a complaint about our services, we encourage you to first try and resolve the issue informally by contacting the solicitor handling your case directly to discuss your concerns.

If you are unable to resolve the matter informally or if you prefer to submit a formal
complaint, you can do so in writing via letter or email. To the complaints officer Ms
Francisca Corban. Clearly outline the nature of your complaint, providing relevant details.
Your complaint may include a complaint about our bill.

Upon receiving your formal complaint, we will acknowledge receipt of your complaint in writing (via letter or email) within 7 working days. This acknowledgment will include the name and contact details of the person responsible for handling your complaint.

The complaints officer will conduct a thorough examination of your complaint. They will review all relevant documents and may request additional information from you ifnecessary.

The investigation will be completed as promptly as possible. If the investigation is likely to take longer than anticipated we will provide you with a reasonable timeframe for resolution.

Once the investigation is complete, we will respond to your complaint in writing. The response will outline the findings of the investigation and any proposed resolution or actions to address the issue.

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4.2 Within 7 working days of receiving your letter of complaint, the Complaints Officer will reply to you in writing and will advise you of the steps to be taken to resolve your complaint. Those steps may include one or more of the following: (1) Considering your file and the documents relating to your matter or case; (2) Meeting with you so as to understand or discuss your complaint and to clarify relevant facts or issues or your objectives

4.3 Within 30 days of receiving your letter of complaint, the Complaints Officer will endeavour to reach a final decision in respect of your complaint and inform you of the decision in writing or, if we are unable to reach a decision within that time frame, we will inform you accordingly.

You may make a complaint to the SRA if you believe that the firm is in breach of any aspect
of the solicitor’s Rules, for the details of where to make your complaint to the SRA, please
see client care letter.

6.1 After following the firm’s complaints procedure, if you remain dissatisfied with the outcome, you have the right to refer your complaint to the Legal Ombudsman. We have a total of 8 weeks, from receipt, to consider your complaint. The Legal Ombudsman is an independent body that investigates complaints against solicitors. The Legal Ombudsman’s details are in your Client Care Letter. There are time limits for complaining to the Legal Ombudsman.

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6.2 Ordinarily, you can complain if: (a) the act or omission gives rise to a complaint, or when you should reasonably have known that there was a cause for complaint, was after the 5th October 2010; and (b) you refer the complaint to the Legal Ombudsman no later than: (i) six years from the act/omission; or (ii) three years from when you should reasonably have known that there was a cause for complaint.

Further, you must complain to the Legal Ombudsman within six months of our final decision concerning your complaint. If you are uncertain as to whether you are entitled to complain, you should seek appropriate advice.

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6.3 If you dispute your bill, you may have a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. However, if all or part of the bill remains unpaid, we may be entitled to charge interest on the unpaid amount.

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6.4 Please note that we are committed to addressing and resolving complaints in a fair and transparent manner, in compliance with the Solicitors Regulatory Authority’s guidelines.