COMPLAINTS PROCEDURE

 1. We aim to provide all our clients an efficient and professional service in order to help us achieve this we do ask that:

• You respond promptly to any enquiries we make of you;
• You ensure that personal information provided to us is up to date and accurate;
• You contact us if for any reason you have cause for concern over our handling of your matter

2. In the event that there is a problem with the service you receive, please note that you are entitled to complain. We will treat any oral or written expression of dissatisfaction which alleges that you have suffered, or may suffer, financial loss, distress, inconvenience or detriment as a complaint which we will ask you to confirm.

3. If you feel you have cause to complain you should contact the fee earner responsible for the conduct of your case in the first instance. We have eight weeks to consider your complaint. If you are still concerned please write to either Anthony Henning or Katie Raymond whichever Partner was not your Fee Earner and they will investigate the matter in full. If you still remain dissatisfied with the outcome then you should direct your concerns to the Legal Ombudsman, as detailed below.

4. You may have the right to object to our bill using the firm’s complaints procedure and/or by making a complaint to the Legal Ombudsman and/or by applying to Court under Part III of the Solicitors Act 1974 for an assessment of the bill within the time allowed. Please note that if all or part of the bill remains unpaid, interest is payable on outstanding amounts at 8% per annum.

5. If we have not resolved your complaint within the period of eight weeks you may complain to the Legal Ombudsman. Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us in dealing with your complaint or within one year of the date of the act or omission about which you are complaining or within one year of the date upon which you realising there was a cause for concern.

5.1 Some clients may not have the right to complain to the Legal Ombudsman e.g most businesses (unless they are defined as a micro-enterprise) some charities, clubs or trustees with income or asset value of more than £1m.

5.2 The Legal Ombudsman can be contacted by telephone on 0300 555 0033 or in writing at PO Box 6806, Wolverhampton WV1 9WJ. Further information is available at www.legalombudsman.org.uk.

6. The conduct of solicitors and this firm is regulated by the Law Society and by the Solicitors Regulatory Authority (“SRA”). In some circumstances, you can report a solicitor directly to the SRA. For more information, please call the SRA directly on 0370 606 2555.