Our complaints policy

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. The term’ Complaints’ include any expressions of dissatisfaction about our service.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman or Ombudsman service (see 8 and 9 below).

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, 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 Jones, who will review your matter file and speak to the member of staff who acted for you. Mark Jones is based at
   

   Eagle Chambers,

   17 Fenwick Street,

   Liverpool,

   L2 7LS

   0151 286 9594.

3. Mark Jones will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Mark Jones will write to you to confirm what took place and any solutions s/he has agreed with you.
5. If you do not want a meeting or it is not possible, Mark Jones will send you a detailed written reply to your complaint, including his/her 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 and we will arrange for Dominic McNabb or someone unconnected with the matter at the firm to review the decision. If the complaint is about Mark Jones, Dominic McNabb will deal with the initial complaint (2-5 above).
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 you are still not satisfied, you can then contact the
   

   Legal Ombudsman,

   PO Box 6806,

   Wolverhampton,

   WV1 9WJ

   about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman,
   • within six months of receiving a final written response from us about your complaint or
   • within six years of the act or omission about which you are complaining occurring (or if outside of this period),
   • within three years of when you should reasonably have been aware of it
9. In addition, EU Directive on Consumer Alternative Dispute Resolution (ADR), we are required to inform you that we are willing to take part in voluntary ADR with other ADR providers as an alternative to Legal Ombudsman including
   

   The Ombudsman Service,

   3300 Daresbury Park,

   Daresbury,

   Warrington,

   0330 440 1614

10. All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is necessary to deal with the complaint.