Complaints Procedure


Complaints Procedure

The Firm is 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 maintain and improve our standards.


Our complaints 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 at this stage. If you remain unsatisfied, please contact Craig Yeung-Williams, our Complaints Supervisor with the details.


What will happen next?

1. We will send you a letter acknowledging your complaint and where necessary asking you to confirm or explain the details. We will also let you know who will be dealing with your complaint and also provide you with the contact details for the Legal Ombudsman with the postal and web address of that organisation. You can expect to receive our letter within 3 working days of receiving your complaint.
2. We will record your complaint in our central register and open a file for your complaint. We will do this within 2 working days of receiving your complaint.
3. Craig Yeung-Williams will then start to investigate your complaint. He will do this within 10 working days. The complaint investigation will normally involve him examining your file and (if he did not act for you personally) speaking with the person within the Firm who acted for you.
4. If you would like to have a meeting to discuss and hopefully resolve your complaint, we will arrange this within 3 working days of your request.
5. Within two working days of the meeting Craig Yeung-Williams will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or if it is not possible, he will send you a detailed reply to your complaint; this will include his suggestions for resolving the matter. If you remain dissatisfied this matter will be referred to Gilva Tisshaw.
6. At this stage, if you are remain dissatisfied, you can let us know.
7.  We will let you know the result of the review within 2 working days of the end of the review. At this time Craig Yeung-Williams will write to you confirming the Firm’s final position on your complaint (taking into account the views of the external investigator) and explaining our reasons.
8.  If you are still not satisfied with the Firm’s decision at the conclusion of the complaints procedure you may refer the matter to the Legal Ombudsman. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

·         Within six months of receiving a final response to your complaint, and

·         No more than six years from the date of act/omission; or

·         No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details


Call: 0300 555 0333 between 9am to 5pm.


Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can also help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.  You can raise your concerns with the Solicitors Regulation Authority



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