Complaints

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

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.

How to complain

If you have a complaint, please give the details (by letter, email or telephone) to the partner or head of department relevant to your situation. If you do not feel comfortable doing so, please forward all details to David Sedgwick: [email protected] and your complaint will be fully investigated.

Where a quick resolution of your complaint is possible

It is possible that, after investigation, the partner to whom you first notified your complaint can quickly resolve it to your satisfaction, in which case s/he will record in writing to you within 7 days of your first contacting us, the agreed manner of resolution. If, however, your complaint is not resolved to your complete satisfaction within 7 days of your first contacting us, you should notify (by letter, email or telephone) the partner first contacted by you that you require your complaint to be further investigated.

What will happen next?

Director David Sedgwick will then investigate your complaint. Depending on your exact circumstance, he will:

send you a letter acknowledging receipt of your complaint (within three days of your requesting an escalated investigation); and

review your matter file and speak to the member of staff who acted for you.

David Sedgwick will then write to you with his findings within 21 days of sending you the acknowledgement letter. However, if the complaint is complicated further time may be needed. If so, David Sedgwick will write and tell you and set another time limit.

If you do not want a meeting or it is not possible, David Sedgwick will send you a detailed written reply to your complaint, including his suggestions for resolving the matter.

Within three days of any meeting, David Sedgwick will write to you to confirm what took place and any solutions he has agreed with you.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. 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

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: [email protected]

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.