We aim to provide the highest possible standard of professionalism in our service.  

If you are unhappy with any element of our service or the fees invoiced to you, in the first instance you should raise your complaint with the person responsible for your matter. If your complaint relates to this lawyer, then please contact the Practice Director and an independent partner at the firm will review and respond to your concerns.  

If we are unable to resolve matters, we may decide to escalate your complaint to our external complaints handling firm CRCS Legal, whose contact details are as follows:

enquiries@crcslegal.com

0330 221 0511

When raising your complaint it is helpful if you can set out all points of concern in writing so that each of these can be properly investigated.  However, should it be your preference, any member of staff can be contacted by telephone on 0203 824 9950.  We will acknowledge your complaint within 5 working days of receipt. We have 8 weeks from receipt of your complaint to respond substantively, particularly where your matter is ongoing.  

Legal Ombudsman

If, for any reason, you are unsatisfied with the handling of and substantive response to your complaint or we have not responded substantively within 8 weeks of receipt of your complaint then you may contact the Legal Ombudsman for further consideration of any issues relating to our service or fees. The Legal Ombudsman can be contacted at:

PO Box 6167
Slough
SL1 0EH
enquiries@legalombudsman.org.uk
Tel: 0300 555 0333
www.legalombudsman.org.uk

A referral must be made to the Legal Ombudsman within 6 months of the date of the letter confirming the investigation into your complaint has come to an end and, in any event, within 1 year of the incident giving rise to the complaint or when you reasonably should have been aware or the issue.

Solicitors Regulation Authority

You may also choose to make a report to the Solicitors Regulation Authority (SRA). This could be if you are concerned about our professional behaviour or conduct, dishonesty, deliberately overcharging you or treating you unfairly because of a protected characteristic such as your age or disability.

You can find out how to make a report at https://www.sra.org.uk/consumers/problems/report-solicitor or contact the SRA:

Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN
Tel: 0370 606 2555

https://www.sra.org.uk/

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