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Complaints Policy

Our complaints policy

We are committed to providing a high-quality legal service to all our clients.  If something goes wrong, we would like you to tell us about it so that we can put things right and learn from any mistakes we have made.  This will help us to improve our standards.

If you have a complaint, please email or write to us with the details and tell us whether you would prefer the matter dealt with in writing, by telephone, at a meeting or by a combination of any of these.

What will happen next?

We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint.  This will normally involve passing your complaint to our client care partner, Hamish Cameron Blackie, who will review your matter file and speak to the lawyer who acted for you.

If you expressed no preference in your original complaint as to how you would like the matter dealt with or you said you would like to have a meeting or a telephone conversation, Hamish will invite you to a meeting or call you to discuss and hopefully resolve your complaint.  He will do this within 14 days of sending you the acknowledgement letter.

Within three days of the meeting or telephone call, Hamish will write to you to confirm what took place and any solutions he has agreed with you.

If you do not want a meeting or a telephone conversation or a meeting or telephone conversation is not possible, Hamish will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 

At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision. 

We will write to you within 14 days of receiving your request for a review of the initial decision, confirming our final position on your complaint and explaining our reasons.

If we are unable to resolve your complaint within 8 weeks of it being first raised with us, then you have the right to refer your complaint to the Legal Ombudsman.  The Legal Ombudsman may be contacted:

  • by email at enquries@legalombudsman.org.uk,
  • by phone on 0300 555 0333 or
  • by writing to: The Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ.

Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint.

Alternative complaints bodies (such as ProMediate: http://www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.

If we have to change any of the timescales above, we will let you know and explain why.