Our policy is to offer all our clients an efficient and effective service but we recognise that none of us is perfect and so it is sometimes possible that a complaint may be made about the handling of a case. In accordance with Solicitors Regulation Authority Rules we have in place a procedure for referring initial complaints to the practice manager who will acknowledge the complaint and refer to the supervising partner.
If you are unhappy on any aspects of our service, you should initially discuss this with your own fee earner, but if the matter cannot be resolved between you then you may refer the matter to any supervising partner mentioned in the initial client care letter. He will investigate the matter and implement our internal complaints procedure. A copy of this will be available to you on request, and he will notify you of his findings. If you are dissatisfied with these findings, then you will be given further information on how the matter can be referred to the Legal Complaints Service.