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Complaints Handling Procedure 

We endeavour to provide to each of our clients the best possible service but should you at any time begun unhappy or concerned about any aspect of our service please first discuss this with the person who is responsible for your file or matter.

If your concerns remain unresolved please contact Andrew Woolford at our Worcester Park office who is her complaints handling partner or, if your concern involves Andrew Woolford, please contact Heidi Langrish at our Tolworth office.

We will take details of your complaint when you call but may also ask you to set out your complaint in writing or by email.


What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure. 

2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Andrew Woolford, who will review your matter file and speak to the member of staff who acted for you.

3. Andrew Woolford will invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting, Andrew Woolford will write to you to confirm what took place and any solutions he has agreed with you.

5. If you do not want a meeting or it is not possible, Andrew Woolford will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision.

7. 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.

8. If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint. Any complaint to the Legal Ombudsman must usually be made within a reasonable time of your becoming aware of the problem, or within a reasonable time from the end of the matter. The Legal Ombudsman has a Complaints Acceptance Policy which sets out the timeframes in which they would expect you to raise any complaint with them. For further information, you should contact the Legal Ombudsman. 

If we have to change any of the timescales above, we will let you know and explain why.

Contact details for the Legal Ombudsman:    

Phone: 0300 555 0333 between 9am to 5pm.


By post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ


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