Our Complaints Policy
We are committed to providing high quality legal services to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
Our complaints procedure
If you have a complaint please contact us with the details.
We will be unable to commence the complaints procedure until we have confirmation of the issues in writing save in exceptional circumstances.
To protect client confidentiality we will not deal with third parties unless you specifically confirm to us that you have authorised others to deal with any complaint on your behalf.
What will happen next?
We will email you acknowledging receipt of your complaint within 7 days. We will then investigate your complaint. Mr Gary K Roberts will review your case. We will then send you a detailed response within 8 weeks of your complaint, including suggestions for resolving the matter.
At this stage if you are still not happy you should contact us again and we will arrange for the decision to be reviewed.
We will write to you within 14 days of your request for review, confirming our final position on your complaint and explaining our reasons.
If you are still not satisfied you can contact the Legal Ombudsman within 6 months on 0300 555 0333 or by email firstname.lastname@example.org or in writing to PO BOX 6806, Wolverhampton WV1 9WJ.
If we have to change any of the timescales above, we will let you know and explain why.
If your case is ongoing, we may be unable to do any further work on your case unless we are satisfied there is trust and confidence.
If you accept an informal resolution of the matter you are affirming that you understand this may prevent you from raising the matter again through the firms’ complaints procedure or with the Legal Ombudsman, and that you do so without any duress or pressure from the firm.