We are committed to providing a high-quality legal service to our clients. However, if at any point you become unhappy or concerned about the service we have provided please inform us immediately. We wish to do our best to resolve the problem and your feedback will help us to sort out any mistakes or misunderstandings, and to improve our standards of service.

In the first instance it may be helpful to contact the person who is working on your case to discuss you concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you should read our complaints procedure which is set out below.  Please note that there is no charge for complaints handling and making a complaint will not effect how we handle your case. 

If you wish to make a formal complaint please contact our complaints partner, namely Benedikte Malling Bech ([email protected]). 

What will happen next?

1. We will acknowledge receipt of your complaint in writing usually within two working days of receiving it and enclose a copy of this procedure.
2. We will then investigate your complaint. This will normally involve our complaints partner reviewing your file and speaking to the member of staff who acted for you.
3. Within 14 days of sending you the acknowledgement letter our complaints partner will aim to invite you to a meeting to discuss and hopefully resolve your complaint. Our complaints partner may, in the interim period, contact you to clarify our understanding of the complaint and to ask you for copies of any relevant documents.
4. If you do not want a meeting or it is not possible for you to attend one, our complaints partner may instead offer you a chance to discuss the matter by telephone.
5. Usually within seven days of the meeting, or any telephone conversation we have with you instead of a meeting, our complaints partner will write to you to confirm what took place and any solutions we have agreed with you.
6. We will keep an open mind with regard to reasonable remedies and solutions.
7. In any case our complaints partner will send you a detailed written reply to your complaint, including his or her suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
8. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner, somebody unconnected with the matter at the firm or, if the firm believes it is reasonable and justified in the circumstances to do so, a solicitor from another firm to review the decision.
9. We will ordinarily write to you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. 

What to do if we cannot resolve your complaint

1. If you are not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ (www.legalombudsman.org.uk) about your complaint who will look at your complaint independently and it will not effect 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. Further information can be obtained at www.legalombudsman.org.uk.  Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint and no more than one year from the date of the act or omission being complained about; or no more than one year from the date when you should reasonably have known that there was cause for complaint. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at [email protected]. 

What to do if you are unhappy with our behaviour

1. In certain circumstances a complaint can also be made to the SRA, in particular if you have complaints about the solicitors conduct and 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 characteristics. Further details can be found at their website: https://www.sra.org.uk/consumers/problems/report-solicitor/

Further help – if you require further assistance please contact the professional ethics help line (telephone number 0370 606 2577).