Complaints Handling Policy

Our commitment
We are committed to providing a high-quality legal service to all our clients. When something
goes wrong, we need our clients to tell us about it. This will help improve our standards.
Whenever possible, please raise any initial client care problems with the person acting on your
case to give them the opportunity of resolving matters with you. Often, matters can be quickly
resolved in this way.
If you are unhappy about any aspect of the service you have received, or about the bill, please
contact the Client Care Director at 01922 639080 or by post to our office at 209-212 Stafford
Street, Walsall WS2 8DW. Making a complaint will not affect how we handle your case.

What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within five days of
receiving it, enclosing a copy of this procedure.
2. We will investigate your complaint. This will normally involve passing your complaint to the
Client Care Director or the appropriate Head of Department, who will review your matter
file and speak to the member of staff who acted for you.
3. You will then be invited to a meeting to discuss and hopefully resolve your complaint. We
will do this within 14 days of sending you the acknowledgement letter.
4. Within five days of that meeting we will write to you to confirm what took place and any
solutions we agreed with you.
5. If you do not want a meeting, or it is not possible, you will be sent a detailed written reply
to your complaint, including the 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 and we will arrange
for another Director within the firm 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 we have to change any of the above timescales, we will let you know and explain why.

The Legal Ombudsman
If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman
to consider the complaint. We would hope that this does not become necessary and that we can
resolve matters between ourselves. Contact details are as follows:
PO Box 6806
Wolverhampton
WV1 9WJ
0300 555 0333
enquiries@legalombudsman.org.uk
www.legalombudsman.org.uk

The Legal Ombudsman expects complaints to be made to them within one year of the date of the
act or omission about which you are concerned, or within one year of you realising there was a
concern. You must also refer your concerns to the Legal Ombudsman within six months of our
final response to you.

Complaints about your bill
The above complaints procedure also applies to complaints arising concerning our bill. There
may also be a right to object to the bill by applying to the court for an assessment of the bill
under Part III of the Solicitors Act 1974; and that if all, or part, of a bill remains unpaid, the
The practice may be entitled to charge interest.

Raising concerns with our regulator
The Solicitors Regulation Authority (SRA) 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 find information about
raising your concerns with the SRA at: www.sra.org.uk/consumers/problems/report-solicitor.

Effective from: 1st April 2023