We try hard to provide all our clients with an efficient, courteous and professional service. If at any time during the course of the transaction, you become dissatisfied with the service you are receiving, 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.

Our complaints procedure

Please refer the matter to the partner responsible for your matter. This will be either Gary Player or Amanda Shaw.

Thereafter, and should your complaint remain unresolved you should refer the matter to the partner who is not acting for you in writing. Your complaint will then become a formal complaint.

We aim to resolve all complaints within 8 weeks.

We will acknowledge receipt of your formal complaint within 5 days.

We will respond to your formal complaint in writing within 14 days.

If you are unhappy with our response then we would ask you to set out any reason for your dis-satisfaction within 14 days.

We will respond to this further correspondence within a further 14 days and at this point may seek a meeting with you to resolve the matter. However if the complaint has not been resolved after this time our internal complaints procedure will be concluded, unless we agree between us to continue correspondence.

If for any reason we are unable to resolve the problem between us, you may have the right to refer your complaint to the Legal Ombudsman at the conclusion of the complaints procedure, they will look at your complaint independently and it will not affect how we handle your case. They can be contacted by telephone on 0300 555 0333 by email at enquiries@legalombudsman.org.uk or at PO Box 6167, Slough, SL1 0EH or at http://www.legalombudsman.org.uk/contact-us/. Please note only members of the public, very small businesses, charities, clubs and trusts may use the Ombudsman service. If you have any doubt as to your rights please contact us or the Ombudsman directly for clarification.

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 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.

For more information contact the Legal Ombudsman.

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 at www.sra.org.uk to see how you can raise your concerns with the Solicitors Regulation Authority.’

The firm is regulated by the Solicitors Regulation Authority (SRA number 556105). Further information about them and the Solicitors’ Code of Conduct 2007 can be found at www.sra.org.uk.