Full Complaint Procedure

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues.

If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

Please contact Hannah Sampson, Director, who is responsible for complaints handling:

We will send you a letter acknowledging your complaint within 3 working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Hannah Sampson, who will review your matter file and speak to the member of staff who acted for you.

Hannah Sampson will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

At this stage, if you are still not satisfied, you should contact us again and we will arrange for a meeting to discuss and hopefully resolve your complaint. We would normally not expect to exceed 14 days from receipt of your request for this to take place.

Within 7 days of the meeting, our Client Care Director will write to you to confirm what took place and any solutions she has agreed with you.