Complaints procedure

1. We will send you a letter acknowledging receipt of your complaint within five days of your raising your concerns, 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, Mark Burnet, who will review your file and speak to the member of staff who acted for you.
3. Mark will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Mark will write to you to confirm what took place and any solutions he has agreed with you.
5. If you prefer not to have a meeting or it is not possible, Mark 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 to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner 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 at this point you remain unsatisfied, you can bring your complaint to the Legal Ombudsman either by submitting it online at legalombudsman.org.uk, writing to them at PO Box 616 Slough SL1 0EH or by calling 0300 555 0333. Note, any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint

If for any reason we have to change any of the timescales above, we will let you know and explain why,