Our Complaints Policy
We are committed to providing a high-quality legal service to all our clients. We have been in business for over 200 years as a result of recommendations from satisfied clients. When something goes wrong, we need you to tell us about it. This will help us to improve our service.
In the first place, if you have a complaint, please speak to the person dealing with your case to discuss the problem with them. Experience shows the sooner problems are raised the more easily they are resolved. Making a complaint will not affect how we handle your case.
If you are not satisfied then please contact us with details of your complaint. We have eight weeks to deal with your complaint. If we are unable to resolve it within this time you have the right to complain to the Legal Ombudsman.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three days of receiving it.
- We will then investigate your complaint. This will normally involve passing your complaint to Derek Holland Senior Partner, who will review your case and speak to the member of staff who acted for you before responding.
- We will send you a detailed written reply to your complaint, including our suggestions for resolving it, within 14 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you can contact us again and we will review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect 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. If you have, then you must take your complaint to the Legal Ombudsman:
Within six months of receiving a final response to your complaint; and
No more than six years from the date of act/omission; or
No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
The Solicitors Regulation Authority can help you if 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 characteristic.
You can raise your concerns with the Solicitors Regulation Authority.