Complaints Policy

1. We are committed to providing a high-quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.
2. How do I make a complaint?
   1. You can contact us in writing (by letter, fax or email) or by speaking with our Senior Partner, Anthony Nelson. Alternatively, you can contact us by phone or arrange a meeting in person.
   2. To help us to understand your complaint, and in order that we do not miss anything, please tell us:
      1. your full name and contact details
      2. what you think we have got wrong
      3. what you hope to achieve as a result of your complaint, and
      4. your file reference number (if you have it)
   3. If you require any help in making your complaint, we will try to help you.
3. How will you deal with my complaint?
   1. We will record your complaint centrally.
   2. We will write to you within five working days acknowledging your complaint, enclosing a copy of this policy.
   3. We will investigate your complaint. This will usually involve:
      1. reviewing your complaint
      2. reviewing your file(s) and other relevant documents, and
      3. speaking with the person who dealt with your matter
   4. We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
   5. We will update you on the progress of your complaint at appropriate times.
   6. We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
   7. We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.
4. What will it cost?
   1. We will not charge you for handling your complaint.
   2. Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
   3. The Legal Ombudsman service is free of charge.
5. What if I am not satisfied with the outcome?
   1. If you are not happy with the outcome of our complaints handling procedure please first let us know and we will review the matter.
   2. The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. You can contact the Legal Ombudsman:
      1. By post – Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
      2. By telephone – 0300 555 0333
      3. By email – enquiries@legalombudsman.org.uk
      4. Or via their website Contact Us | Legal Ombudsman
   3. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have then you must take your complaint to the Legal Ombudsman:
      • Within six months of receiving our final response to your complaint
        And
      • No more than one year from the date of the act or omission being complained about; or
      • No more than one year from the date when you should reasonably have known that there was cause for complaint.
6. What to do if you are unhappy with our behaviour
   1. The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or another characteristic.
   2. Visit their website to see how you can raise your concerns SRA | Reporting a solicitor or firm to us | Solicitors Regulation Authority