Complaints Policy



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 to improve our standards.

Our complaints procedure

If you have a complaint, contact us with the details. You will be asked to put your complaint in writing.

What will happen next?

1. We will send you a letter acknowledging your complaint. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 days of us receiving your complaint.

2. We will record your complaint in our central registrar and open a separate file for your complaint. We will do this within 3 days of receiving your complaint.

3. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within 5 days of your reply.

4. We will then start to investigate your complaint. This will normally involve the following steps:

4.1 If not already done, your complaint will be passed to Mrs Le Gaufey, our Client Care Partner, within 3 days. If your complaint involves Mrs Le Gaufey then your complaint will be passed to another of our Partners.

4.2 We will speak to the member of staff who acted for you and review your file.We will then either telephone or write to you and attempt to resolve your complaint.

5. If you are still unhappy, we will then invite you to meet us to discuss and hopefully resolve your complaint. We will do this as soon as possible after you indicate that you wish to proceed in this way.

6. Within 5 days of the meeting we will write to you to confirm what took place and any solutions that have been agreed with you.

7. At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision.

7.1 Another partner of the firm will review the decision within 10 days.

8. We will let you know the result of the review within 5 days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.

We will also give you the contact details of the Legal Ombudsman and if you remain dissatisfied with the way we have looked at your complaint or the final decision that we have reached then you can refer the matter to them.

You should ordinarily ensure that this is done either within 6 months of our ceasing to act for you or within 6 months of you becoming aware of the issue about which you are complaining whichever is the later. Their website address is:

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


We are regulated by the Solicitor’s Regulation Authority (SRA) and if you feel that our conduct has fallen below the expected standards of the legal profession, you have every right to contact the SRA and discuss the matter with them. Examples include; if you believe that we have unlawfully taken money from you, or have lied to you.

Their website is:

The firm’s SRA number is 00060455.

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If you think we've got what you need, or you just need a little advice then get in touch