We aim to provide the highest standards of service to our clients and to operate our business to the standards of professionalism which are to be expected by those affected by our conduct.
Dealing effectively with concerns or complaints is part of that service. If you believe our service to you as a client has fallen below these standards, please let us know so that it can be thoroughly investigated and any necessary action taken to resolve it to your satisfaction.
Set out below are our procedures for dealing with any problems. They are published internally and all staff are familiar with them. They apply only to our clients. If you are not a client of the firm, then a different process applies.
In the first instance please raise any problems with the person responsible for the day-to-day conduct of the matter. Please provide us with full details of your concerns on the telephone, by e-mail, or letter, or if you prefer, at a meeting. We will take a careful note of your concerns and will investigate the matter.
At each stage we will do our best to:
- Investigate the problem thoroughly
- Ensure that any necessary remedial action is taken as quickly as possible
- Keep you informed throughout of the progress and result of our investigation and the action being taken
We will record in writing the nature of the problem, our investigation of it and the remedial action taken and you may also wish to make your own written record of events. You may be asked to confirm in writing if the problem has been satisfactorily resolved.
We will do all we can to resolve the matter to your satisfaction. Our aim is that any concerns or complaints will be resolved by this procedure.
If at the end of this procedure you are still not satisfied, or at any stage if you prefer, please contact the Legal Ombudsman at:
PO Box 15870 Birmingham B30 9EB
Procedure for Non-clients
If you are not a client we will only be able to deal with your complaint if you are alleging that we have acted in breach of the Solicitors Code of Conduct. We will ask you to specify the alleged breach before we deal with your complaint. Please send your complaint for the attention of Mr Aidan Jones. We will tell you as soon as reasonably possible if we agree there has been a breach. If you are not satisfied, or at any time if you prefer, you may ask the Solicitors Regulation Authority to investigate our conduct.
Solicitors Regulation Authority The Cube 199 Wharfside Street Birmingham B1 1RN
DX 720293 BIRMINGHAM 47
Tel: 0370 606 2555 (inside the UK) +44 (0)121 329 6800 (international callers) Web: www.sra.org.uk
08.00 to 18.00, Monday, Wednesday, Thursday, Friday 09.30 to 18.00, Tuesday
Professional Indemnity Insurance
In accordance with our regulatory obligations, we have professional indemnity insurance in place providing the compulsory minimum level for users of our services in England and Wales. Details will be provided in response to any qualifying enquiry.
Please note that the terms of our indemnity cover may require us to share documents or information belonging to clients or other parties with our insurers or our own professional advisers in accordance with the provisions of the Data Protection Act 2018 and/or any relevant legislation or regulation in force at the relevant.
Equality and Diversity
We are committed to supporting equality and diversity.