Complaints Handling Procedure

Our complaints policy
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.

Our complaints procedure
If you have a complaint, please contact us with the details.

What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within three working days of us receiving the complaint, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Jon Hullis, who will thoroughly review your matter file and speak to the member of staff who acted for you. We will write to you within 14 days of acknowledging your complaint.
3. In our written response we will generally offer you the opportunity to meet with Mr Hullis to discuss and hopefully resolve your complaint.
4. Within three working days of the meeting, Jon Hullis will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not possible, Jon Hullis will send you a detailed written reply to your complaint, including his 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 partner to review the decision. This is called the review stage.
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 for the decision reached.
8. If you are still not satisfied, you can then contact the Legal Ombudsman for England and Wales who has the power to investigate the actions of Solicitor firms. This is a free and impartial service. 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.

You can contact the Ombudsman in one of the following ways:
By Phone: 0300 555 0333
By email:
By letter: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

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

In the event that your complaint lies with Jon Hullis then you should contact Nick Walsh at the firm’s Nottingham Office (0115 959 9550, 111 Carrington Street, Nottingham, NG1 7FE).

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