Specialist Legal Advice

Complaints

Complaints Procedure

We are committed to providing a high-quality service to all our clients. However, we recognise that occasionally things may not go as expected. If you are unhappy with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and fairly.

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How to Make a Complaint

If you wish to raise a complaint, please contact us using one of the following methods:

• In writing (email or letter), clearly setting out the nature of your complaint

• Please include your name, contact details, and any relevant reference information to help us investigate your concerns efficiently

Complaints should be submitted as soon as possible after the issue arises.

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Our Complaints Process

1. Acknowledgement
   We will acknowledge receipt of your complaint within 5 working days.

2. Investigation
   Your complaint will be reviewed carefully by a senior member of the company. We may contact you if we need further information or clarification.

3. Response
   We aim to provide a full written response within 14 working days of acknowledging your complaint. If the matter is more complex and requires additional time, we will keep you informed of progress and expected timescales.

4. Outcome
   Our response will explain our findings, any conclusions reached, and where appropriate, any steps we propose to resolve the issue.

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If You're Still Unhappy

If you feel that your concerns have not been fully resolved, you are welcome to ask for a further review. Your complaint will then be reconsidered by an independent representative of the company where possible.

We aim to resolve all complaints fairly, reasonably, and in a timely manner.

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Further Support

We are committed to resolving concerns directly, openly, and fairly, and most issues can be settled through our internal complaints process.

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If you remain unhappy after we have completed our review, we are happy to engage in alternative dispute resolution, such as mediation, and will cooperate fully with any reasonable steps taken to help reach a fair and constructive outcome.

Alternatively, you may choose to seek independent professional advice. If you do so, we are willing to consider and review any written correspondence or letter of advice provided on your behalf, with a view to resolving matters wherever possible.

Nothing in this process affects your statutory or legal rights.

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Our Commitment

We take all complaints seriously and view them as an opportunity to improve our services. Raising a complaint will not affect the way we handle any current or future matters for you.

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