Our complaints policy
We are 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 improve our standards.
If you have a complaint, please contact us with the details.
What will happen next?
1. We will send an acknowledgement of receipt of your complaint within three working days of us receiving the complaint,
enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to one of our client care
partners, who will review your matter and speak to the member of staff who acted for you and anyone else involved in the
handling of your matter.
3. The client care partner will then either invite you to a meeting to discuss and hopefully resolve your complaint or send
you a detailed written response to your complaint. This will be done within 20 working days of sending you the
4. If a meeting is agreed upon then within three working days of that meeting the client care partner will write to you to
confirm what took place and any solutions that have been agreed with you.
5. If you do not want a meeting or it is not possible the client care partner will send you a detailed written reply to
your complaint, including suggestions for resolving the matter (if applicable), within 20 working days of sending you
the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a second client care
partner to review the decision or in certain circumstances ask for the matter to be reviewed by Hampshire Incorporated
Law Society or another local solicitor.
7. We will write to you within 10 working days of receiving your request for a review, confirming our final position on
your complaint and explaining our reasons.
8. If we have to change any of the timescales above, we will let you know and explain why.
9. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6167, Slough, SL1 0EH about your
complaint. Any complaint to the Legal Ombudsman must:
9.1. be made within six months of the date of our final decision on your complaint
9.2 be no more than one year from the date of the act or omission being complained about;
9.3. be no more than one year from the date when you should reasonably have known that there was cause for complaint.
For further information you may also contact the Legal Ombudsman by telephone at 0300 555 0333 or refer to www.legalombudsman.org.uk
Depending on the nature of your complaint you may also be able to complain to the Solicitors Regulation Authority (SRA),
for more information you should contact the SRA on 0370 606 2555 or refer to www.sra.org.uk.