Complaints Procedure
We are committed to providing a high standard of service. If you are worried or unhappy about any aspect of our service, please tell us as soon as possible so we can understand what happened and try to put things right.
How to raise a complaint
You may raise a complaint verbally or in writing. To help us investigate your concerns as efficiently as possible, please provide the following information:
- Your full name and preferred contact details (postal address, telephone number or email address).
- A clear description of what you are unhappy about.
- Any relevant dates, reference numbers or documents that relate to your complaint.
- The outcome you are hoping to achieve.
Please direct your complaint in the first instance to the person who handled your matter, or to our firm’s complaints contact using the details provided on our Contact page. We will acknowledge receipt and confirm the next steps.
What happens next
Once we have received your complaint, we will follow the process below:
- Acknowledgement — We will acknowledge receipt of your complaint in writing within 5 working days.
- Review — We will carefully review your concerns alongside the relevant file, correspondence and records.
- Investigation — Where appropriate, we will speak with the people involved in handling your matter.
- Written response — We aim to provide a full written response within 20 working days of receiving your complaint. If more time is required, we will write to you to explain why and provide a revised timescale.
- Updates — We will keep you informed of progress throughout the process.
If you remain unhappy
If you are not satisfied with our response, we ask that you first let us know what remains unresolved so that we have the opportunity to review our response and consider whether there is anything further we can do. We take all feedback seriously and welcome the chance to revisit a matter where concerns remain.
Should your complaint not be capable of resolution internally, we will provide you with information about any appropriate independent escalation route relevant to the nature of the service provided. We will outline those options clearly in our correspondence with you.
Our approach
We treat every complaint with the seriousness, respect and confidentiality it deserves. We will not charge you for the time spent handling your complaint, and we are committed to using the feedback we receive to continually review and improve the quality of our service.
Please note: This complaints procedure is provided as general information about how we handle concerns. It does not affect any legal rights or regulatory requirements that may apply to you or to the services we provide.
