Complaints Procedure

We are committed to providing a first class legal service to all our clients. Unfortunately, things sometimes go wrong, and when this happens we need you to tell us about it to help us maintain our high standards and enable us to respond to your concerns. If you have a complaint, please contact either the solicitor dealing with your matter or our Client Care Partner, James Palmer, by telephone, email or letter. It will help us to deal with your complaint more quickly if you provide details in writing.


  1. On receipt of your complaint we will record it on a central folder for compliance purposes.
  2. We will then send you a letter or email acknowledging your complaint (within 2 days of receiving it). This letter or email:
    • May invite you to confirm or expand on the details already received; and
    • Will also let you know the name of the person who will be dealing with your complaint – this is likely to be James Palmer or, if he is not available, Mel McCrum.
  3. We will then start to investigate your complaint. This will normally involve the following steps:
    • We will pass your complaint to James Palmer, our Client Care Partner or, if he is unavailable, Mel McCrum.
    • He will ask the member of staff who acted for you to comment fully on your complaint and to pass the case file to him
    • He will then examine their reply and the information in your case file, and may also discuss your complaint with them
  4. Mr Palmer or Mr McCrum will then contact you and if appropriate invite you to a meeting and hopefully resolve your complaint, within 21 days of receiving your original complaint or (where appropriate) within 21 days of receipt of any additional information requested by us in the letter referred to in clause 2 above.
  5. Where a meeting is required Mr Palmer or Mr McCrum will write to you within 3 working days of that meeting confirming the discussion and any solutions agreed with you. If a meeting is not appropriate, or you do not want one, Mr Palmer or Mr McCrum will send you a detailed reply to your complaint including his suggestions for resolving the matter, within 28 days of receipt of your complaint.
  6. If you are still not satisfied at this stage, you should contact us again. We will then arrange for another partner of the firm to review the original decision within 10 working days.
  7. If, 8 weeks after making your complaint, we have not dealt with it to your satisfaction, you may have the right to complain to the Legal Ombudsman (, P.O. Box 6806, Wolverhampton, WV1 9WJ Tel: 0300 555 0333). Such a complaint should be made within a year of the act or omission complained of or, if later, one year from the date you should reasonably have known there was cause for complaint without taking advice from a third party. This right is available to individuals; micro-enterprises (as defined in European Recommendation 2003/361/EC of 6 May 2003); charities with an annual income less than £1 million; clubs, associations or societies with an annual income less than £1 million or personal representatives, or the residuary beneficiaries, of an estate where a person with a complaint died before referring it to the Legal Ombudsman.