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.
If you have a complaint, please contact us with the details in writing.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it.
- We will then investigate your complaint. This will normally involve passing your complaint to one of our Client Care Partners, Mr Christopher Linnitt or Mrs Clare Linnitt, who will review your matter file and speak to the member of staff who acted for you.
- If appropriate, one of the Client Care Partners will then invite you to a meeting to discuss and hopefully resolve your complaint. He or she will do this within 15 working days of sending you the acknowledgement letter.
- Within 3 working days of the meeting, we will write to you to confirm what took place and any solutions we have agreed with you.
- If you do not want a meeting or it is not possible, one of the Client Care Partners will send you a detailed written reply to your complaint, including his or her suggestions for resolving the matter, within 40 working days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another senior member of staff to review the decision.
- We will write to you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied, you may contact the Legal Ombudsman. Please see contact details below:
PO Box 6806
By Phone: 0300 555 0333
Any complaint to the Legal Ombudsman must usually be made within 12 months of the date of our final written response to your complaint.
If we have to change any of the timescales above, we will let you know and explain why.