Our aim is to provide our clients with excellent levels of client service. However, we recognise that there may be times when you feel we fall short of that intention and you may wish to raise a complaint. The first port of call for your complaint should be to the relevant fee earner (or you can contact our director of legal services, Rachel Duncan, direct) who will deal with your complaint in line with our internal complaints’ procedure.
1. We will acknowledge receipt of your complaint within 7 days of receiving it, explaining how we will deal with your complaint.
2. The next step will be to investigate your complaint. This will usually involve reviewing your file and speaking to the fee earner/partner who acted for you. It may also involve a discussion/meeting with you and if this is considered appropriate, we will advise you accordingly.
3. We will aim to report to you with the outcome of our investigations as soon as possible. This will ordinarily be within 28 days of sending the written acknowledgment.
4. If we need to adjust any of these timescales, we will notify you accordingly.
We hope to be able to resolve all complaints internally as swiftly as possible.