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Complaints procedure

We want to give you the best possible service. However, if at any point you have a complaint about the service we have provided then please let us know immediately with the details, so we can do our best to resolve the problem.

This is our complaints procedure. Making a complaint will not affect how we handle the case.

1. We will send you a letter acknowledging receipt of your complaint within 3 days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to Richard Kemp who will review the matter file.

3. Richard will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgment letter.

4. Within 3 days of the meeting, Richard will write to you to confirm what took place and any solutions agreed upon with you.

5. If you do not want a meeting or it is not possible, Richard will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgment letter.

6. 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 the decision or an appropriate alternative such as review by another solicitor or mediation to review the decision.

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.

8. If you are still not satisfied you can contact the Legal Ombudsman about your complaint. Their details are: address – PO Box 6806, Wolverhampton WV1 9WJ; Phone no – 0300 555 0333; Email –; and website – Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. They will look at your complaint independently and it will not affect how we handle your case.

9. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have known there was cause for complaint).

10. Our regulator, the Solicitors Regulation Authority, can also help if you have any concerns.