This complaints procedure is exclusively for the use of our clients. If you are not a client of the firm and are unhappy with our conduct, please see the separate Non-Client Complaints Procedure.

We are committed to providing a high-quality service to all our clients. Client satisfaction is a priority for us and we want the service you receive to reflect these principles. That is why we welcome hearing from you if you ever feel dissatisfied with our services.

What happens next?

We know it can sometimes be daunting to raise a complaint but we will never be offended if you do so. Your case or transaction will not be prejudiced by you raising concerns either. We hope that you will never have a reason to complain, but in case you do, you should follow the procedure below.

The time limits for bringing a complaint to our attention are set out in our Terms and Conditions of Business, namely within six months of the end of the matter on which you instructed us or within three months of you becoming aware of the circumstances giving rise to your complaint, whichever is the later. If you wish to complain about our service after the expiry of these time limits you may still be able to make a complaint directly to the Legal Ombudsman, but we will not be obliged in those circumstances to consider your complaint under this procedure and you should contact the Legal Ombudsman to establish whether your complaint falls within the time limits of the Ombudsman’s Scheme.

Stage one

We collect and process personal data about you. Personal data, or personal information, means any information about an individual from which the person can be identified. It does not include data where the identity has been removed (anonymous data). The types of personal data that are processed may include:

• In the first instance, please raise your concerns directly with the person dealing with your case or transaction by email, post or over the phone.
• If you feel that it is too delicate for you to raise this directly with them, or they have not addressed all your concerns to your satisfaction, you should raise your concerns with their manager. Their manager’s name will be mentioned in our engagement letter to you, sent at the beginning of your case or transaction. Alternatively, you may simply ask your solicitor for their manager’s name or just ring us to request the information.
• If neither your solicitor nor their manager can resolve your concerns to your satisfaction, your complaint will reach the second stage.

Stage two

• You may progress your complaint to our Compliance Officer for Legal Practice Shafqat Ali.
• When you do so, please set out as much detail as possible regarding your complaint. You may find the template letter on the Legal Ombudsman’s website useful (http://www.legalombudsman.og.uk/). We prefer to receive your complaint by post or email as we can then make sure we reply to all the points you raise: