Complaints Procedure

Our Commitment to You

We are committed to providing a high quality legal service. If something goes wrong, we want to know so we can put it right. This procedure explains how you can raise a concern and how we will deal with it in a fair, transparent and timely way.

How to Raise a Concern

If you are unhappy with any aspect of our service, please tell us as soon as possible. You can raise a concern with the person handling your matter or contact our Complaints Manager directly:

How to Contact Our Complaints Manager

  • Name: Graham Smith
  • Email: [email protected]
  • Telephone: 01244 338140
  • Address: 2 The Stables, Old Hall Farm, Orchard Lane, Puddington, Neston, CH64 5SG

If the complaint relates to our Complaints Manager, we will nominate and inform you of an alternative individual.

What We Need From You

To help us understand your concerns, please provide:

  • A clear description of the issue
  • Any relevant documents or correspondence
  • How you would like us to resolve the matter

What Happens Next

We will follow these steps:

1

Acknowledgement

We will acknowledge your complaint within 5 working days.

2

Investigation

Your complaint will be reviewed by our Complaints Manager or another senior member of the firm not previously involved in your matter. We may contact you for further information.

3

Response

We aim to provide a full written response within 8 weeks of receiving your complaint. This will explain our findings and any proposed resolution.

If You Are Not Satisfied

If you remain dissatisfied after our final response—or if we have not resolved your complaint within 8 weeks—you may be entitled to refer your complaint to the Legal Ombudsman.

Legal Ombudsman Contact Details

You must usually refer your complaint to the Legal Ombudsman within:

  • Six months of our final response
  • One year from the act/omission complained about
  • One year from when you should reasonably have known there was a problem

Complaints About Misconduct

If your concern relates to a breach of the SRA Standards and Regulations—such as dishonesty, discrimination, or loss of client money—you can report this directly to the Solicitors Regulation Authority.

SRA reporting information: www.sra.org.uk/consumers/problems/report-solicitor

Keeping Records

We maintain a record of all complaints and use this information to improve our services.