Access to Public Law

Complaints Handling 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.

If you have a complaint, please contact us with the details.

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 Complaints Officer, Andrew Thomas, who will review your file and speak to the member of staff who acted for you.
  3. Andrew will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, Andrew will write to you to confirm what took place and any solutions he has agreed with you.
  5. If you do not want a meeting or it is not possible, Andrew will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. If, after having exhausted our complaints procedure, you still remain dissatisfied with the outcome you should direct your concerns to the Legal Ombudsman. Further information about the Legal Ombudsman is set out below.
  7. There are also alternative dispute resolution schemes that exist such as the ADR Group (160 Fleet Street, London, EC4A 2DQ, Web address: www.adrgroup.co.uk, Email: casemanagement@adrgroup.co.uk, Phone: 020 3600 5050) should we both wish to use such a scheme. Generally, we do not choose to use them.
  8. If the work was undertaken by a Costs Lawyer, who is regulated by the Costs Lawyers Standards Board (CLSB), then they (CLSB) can investigate complaints about that Costs Lawyer’s professional conduct. The CLSB will consider complaints made within twelve months of the date on which the matters giving rise to the complaint occurred or the date on which you first became aware that you had grounds for the complaint. This period can be extended in exceptional circumstances. It should be noted that the CLSB will usually expect you to allow us to try and resolve your complaint first. The CLSB can be contacted at Centurion House, 129 Deansgate, Manchester, MW3 3WR or by telephone on 0161 214 7904 or by email at enquiries@clsb.info

Please be aware we have eight weeks to consider your complaint and provide you with a final written response; accordingly, The timescales set out above may be subject to change. If that happens, we will let you know and explain why. If we have not resolved it within this time you may complain to the Legal Ombudsman. Please note, some clients may not have the right to complain to the Legal Ombudsman but this will be explained to you if applicable to your matter.

Complaints to the Legal Ombudsman

If, after having exhausted our complaints procedure, you are still dissatisfied with the outcome, then you should direct your concerns to the Legal Ombudsman at :

Legal Ombudsman,
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333. Email enquiries@legalombudsman.org.uk

Any complaint to the Legal Ombudsman must usually be made within

  • Within six months of receiving our final response to your complaint

and

  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should reasonably have known that there was cause for complaint.