We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards of service.
If you have a complaint, please raise the problem with the solicitor responsible for your matter, or if you prefer, our complaints partner, namely Benedikte Malling Bech. Please note that there is no charge for complaints handling.
What will happen next?
We will acknowledge receipt of your complaint in writing usually within two working days of receiving it and enclose a copy of this procedure.
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.
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.
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.
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.
We will keep an open mind with regard to reasonable remedies and solutions.
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.
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.
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.
If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at [email protected] Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman. In certain circumstances a complaint can also be made to the SRA, in particular if you have complaints about the solicitors conduct. Further details can be found at: https://www.sra.org.uk/consumers/instructing/your-right-to-complain/
If we have to change any of these timescales we will let you know and explain why.