Complaints Handling Policy

We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards, we will identify learning points and procedures will be changed where necessary.

If you have a complaint, please contact us with the details. All complaints will be acknowledged no later than the next working day after the original complaint has been made.

We will then provide a full written reply within 14 days (please note where third parties are involved then it may not be possible to reply within the specified time frame).

In the unlikely event of us not resolving your complaint within 14 days, you may complain to the Legal Ombudsman.

What will happen next?

  1. We will take the details of your complaint and may ask questions that will assist us with our investigation. We will make you aware of the location of a copy of our Complaint Handling Policy should you wish to view it.
  2. We will then investigate your complaint. This will normally involve passing your complaint to a Manager, who will review the matter and speak to the member of staff who the complaint involves.
  3. We will then contact you to discuss our findings and hopefully resolve your complaint.
  4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review his/her own decision.

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.

We can be contacted by either phoning 01529 303333/414242 or by emailing