We are committed to providing a high-quality legal 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.

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Our complaints procedure

If you have a complaint, please contact in writing Joanne Tyler the firms principal solicitor. If we have to change any of the responsibilities or the timescales set out below we will let you know and explain why. You are also able to make a complaint on behalf of a vulnerable person in the way set out below.

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What will explain happen next?

1. Within three days we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaints.

2. We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.

3. If appropriate we will then invite you to meet Joanne Tyler to discuss and hopefully resolve your complaint. We would hope to be in a position to meet you in this way no longer than 14 days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescales, We will write fully to you setting out our views on the situation and any redress that we would feel to be appropriate.

4. Within three days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.

5. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This will happen in one of the following ways.                                A) Joanne Tyler will review her own decision.                                                                                                                B) We may ask our local law society or another local firm of solicitors to review your complaint. We will let you know how long this process will take.

6. We will let you know the result 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 your complaint and explaining our reasons. If at that time you are not satisfied, you can contact the Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ about your complaint but for further information you should contact the Legal Ombudsman by telephone on 0300 555 0333 or by email at ‘enquiries@legalombudsman.org.uk’

7. Any complaint to the Legal Ombudsman must be made within six months of the date of our final decision on your complaint.