Client care, comments and complaints

Client care and communication

You will have seen in other pages on our website of our commitment to providing a high quality service to all our clients. To enable us to continue to maintain and improve on this standard we welcome comments and criticism and at every case conclusion we send a client satisfaction questionnaire (also available as an online feature).

All comments, compliments and criticisms are fed back to the relevant lawyers and their support teams so we can all benefit. However we recognise that we don't always get it right and should you find that you have cause for complaint on any issue please speak to your lawyer in the first instance. If your lawyer cannot resolve matters, please ask to speak to the Managing Partner or Assistant Practice Manager, who will be happy to provide you with a copy of our complaints procedure and will also endeavour to resolve your complaint and also give you guidance as to further escalation if appropriate to the Office of the Legal Services Ombudsman. The address is PO Box 6806, Wolverhampton, WV1 9WJ; Tel: 0300 555 0333; e-mail enquiries@legalombudsman.org.uk, website (www.legalombudsman.org.uk) and matters may be raised with them in respect of issues of service or legal fees in non contentious matters only after efforts to resolve matters between us have been exhausted. For resolution of disputes on legal fees in contentious matters an application to the court for an assessment of our bill under Part III of the Solicitors Act may be requested.

The Solicitors Regulation Authority is the independent regulatory body for all solicitors and law firms and the Legal Complaints Service which empowers the Ombudsman is the independent complaints handling body.

The professional rules by which we operate and are regulated can therefore be found by visiting www.sra.org.uk

Our professional indemnity insurers are Chartis and contact with them is via our brokers Windsor Partners Ltd, telephone number 0207 133 1200.

We are open for your convenience 6 days a week from 9-6pm Monday to Friday and from 9am to mid-day on Saturdays excluding bank holidays.  You are also welcome to contact us initially using our online enquiry form.