Our terms and conditions vary depending on the type of work we carry out for you. Details will be provided as part of our confirmation of your instructions.

In the event you have a complaint about the service we provide you can invoke our complaints procedure.

Complaints Procedure

If you have a complaint, contact us with the details.

What will happen?

1. We will send you a letter acknowledging your complaint and asking you to confirm/explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive a response within two days of us receiving your complaint.

2. We will record your complaint in our central register and open a separate file for your complaint. This will be done within a day of receiving your complaint.

3. We will then start to investigate your complaint. This will normally involve the following steps:

a. We will pass your complaint to Robin Price, our Client care partner, within three days.
b. He will ask the member of staff who acted for you to reply to your complaint within 5 days.
c. He will then examine their reply and the information in your complaint file. If necessary, he may also speak to them. This will take up to three days from receiving their reply and the file.

4. Robin Price will then invite you to a meeting and discuss and hopefully resolve your complaint. He will do this within three days.

5. Within two days of the meeting Robin Price will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting, or that is not physically possible, Robin Price will send you a detailed reply to your complaint. This will include his suggestions for resolving this matter. He will do this within five days of completing the investigation.

6. At this stage, if you are still not satisfied you contact us again. We will then arrange to review our decision. This will happen in one of the following ways:

a. Another Partner in the firm will review Robin Price’s decision within ten days.
b. We will ask our local Law Society or another local firm of solicitors to review your complaint within five days. We will let you know how long this process will take.
c. We will invite you to agree to independent mediation within five days. We will let you know how long this process will take.

7. We will let you know the results of the review within five days of the end of the review. At this time we will write to you confirming our final position on this complaint and explaining our reasons. We will also give the name and address of our Legal Complaints Service, if you are still unsatisfied, you can contact them about your complaint.

8. We will provide you with the contact details of the Legal Complaints Service with a full explanation of the time limits for making a complaint to the Legal Complaints Service at this stage.

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