We hope that you never have reason to complain. If you do, please follow these steps to ensure that your concerns are resolved quickly:
Please speak to the person handling your case. You may prefer to put your concerns in writing, in which case please send your letter or an email to the person who is acting for you.
If your main contact is not able to resolve matters to your satisfaction or if you find it difficult to speak to them about a complaint, please write to or call their Practice Group Head whose name you will have been given when you first instructed us.
If your complaint is about a Practice Group Head in the firm please write to or call Joanna DeBiase, Managing Partner.
If you are dissatisfied by the way your main contact or the Practice Group Head has handled your complaint please write to or call Joanna DeBiase. Joanna's details are:
If at any stage you would prefer to meet with the person dealing with your complaint then just let us know.
What we will do
Any complaint to the person acting for you, the Practice Group Head or Joanna DeBiase will be dealt with quickly and a genuine effort will be made to respond to your concerns.
We will acknowledge your complaint within three days to let you know that we are looking into your concerns.
After sending you an acknowledgment, we aim to investigate your complaint and give you a full response within 21 days but if your complaint is more complex we may require more time, and will let you know when you will receive a full response.
If our service to you is found to be below standard we will discuss ways in which we can make things better or, if appropriate, recompense you in some way.
Legal Ombudsman (LeO)
After the above procedure has been followed and you still remain dissatisfied or after a period of eight weeks from the date of making the complaint to us, you can refer your compliant to the Legal Ombudsman (LeO.) whose contact details are:
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Normally, the Legal Ombudsman will only accept your complaint if you tell them of it within 6 months of receiving a final written response from us about your complaint, or within one year of your finding there was a problem.
We do recommend that you attempt to resolve your problem using our internal complaints procedure before contacting the Legal Ombudsman.