To access a pdf copy, please click on the following document link – Terms of Business January 2018
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.
If you have a complaint, please contact the partner with overall responsibility for your work, who will be named in our client care letter. If this does not resolve your complaint to your satisfaction or you do not wish to speak to him or her, please contact the chairman of the firm, Charles Wander. Mr Wander will pass your complaint to Dominic Dennis-Browne, our Head of Risk and Compliance.
We will send you a letter acknowledging your complaint and asking you to confirm or explain, where appropriate, the details of your complaint. You can expect to receive our letter within three working days of us receiving your complaint.
We will record your complaint in our central register.
We will then start to investigate your complaint. This may involve one or more of the following steps.
We will, within 21 days from sending the letter of acknowledgement, investigate the complaint and respond fully in writing or invite you to a meeting to discuss your concerns.
If you are not satisfied with our written response, we will (if a meeting has not already been held) invite you to meet Dominic Dennis-Browne and, where appropriate, the relevant fee-earner to discuss and hopefully resolve your complaint.
Within two working days of the meeting, we will write to you to confirm what took place and any solutions we have agreed with you.
At this stage, if you are still not satisfied, you can contact us again. We will then arrange to review our decision. This will happen in one of the following ways:
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 you are still not satisfied, you can contact the legal ombudsman (LeO) about your complaint. More information about the LeO can be found at www.legalombudsman.org.uk or by calling their helpline on 0300 555 0333.
Normally, you will need to bring a complaint to the LeO within six months of receiving a final written response from us about your complaint. Not all clients will be entitled to have their complaint considered by the LeO as the service is only available to members of the public, very small businesses, charities, clubs and trusts. You should contact the LeO direct to clarify whether you can bring a complaint to them.