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Complaints Procedure (full)

| Roger Payton


We take very seriously all expressions of dissatisfaction from our clients. If you have received this leaflet, it is likely that you have already expressed your concerns verbally or in writing to your lawyer, their Supervisor or the LLP Member responsible for dealing with complaints, NICHOLAS WOOKEY. This leaflet explains our procedures for handling complaints to ensure that each complaint is dealt with swiftly in an attempt to reach an amicable and satisfactory solution.

Reporting & Investigation Responsibilities

Informal verbal complaints should be addressed to your lawyer in the first instance. If you are not satisfied with their proposals, then the matter should be taken up with the LLP Member responsible for their work. The name of that LLP Member will have been given in your initial client care letter, but if you are unable to locate this, you can ask your lawyer or a member of our support staff. If the matter cannot be resolved informally with your lawyer, it would assist investigations if you were to fully detail your concerns in writing so there is less room for misunderstanding your concerns and requirements.

Response Times

Written complaints will be acknowledged within 1 working day of receipt whereby the name of the person responsible for handling the complaint will be confirmed. A full reply will be sent as soon as the matter has been investigated and our proposals for dealing with your concerns have been agreed upon. In any case, we will always endeavour to provide a full response within 7 days. If that is not possible, an interim response will be given explaining why it is not possible to meet this deadline, when we expect our investigations to be completed and a response finalised.

Unresolved Issues

If, in the unusual event that we are unable to resolve the matter to your satisfaction or the matter remains unresolved within 8 weeks of your initial complaint, you are able to take the matter up with the Legal Ombudsman. The contact details for the Legal Ombudsman are:

If you feel that the issue you are complaining about relates to either dishonesty of breaches of the Principles of the Solicitors Regulation Authority (to ensure lawyers behave independently, fairly and with integrity to best serve the interests of their clients and the public interest). The contact details for the SRA are:

  • Online:
  • Telephone: 0370 606 2555
  • Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, Bl 1 RN


All complaints (written or verbal) are recorded and logged centrally to enable us to detect recurring problems and trends. As necessary, we will implement corrective action in response to individual complaints and improvement measures to prevent adverse trends and correct recurring problems. In this manner, we aim to constantly improve the service we provide.


Our Complaints Process


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