Complaints procedure

COVID-19 –  our offices are open for pre-booked appointments only. If you need to come in and see us, please contact us to make an appointment.  To see how we are operating safely please read our Safety Measures and Risk Assessment

 

Christmas opening – We will be open for business as usual until 5.15pm on Wednesday 23rd December but will then be closed from Thursday 24th December for the remainder of the Christmas and New Year period.  We will reopen for business on Monday 4th January 2021.

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then 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 that does not resolve the issue then please contact the Team Leader as referred to in our Letter of Engagement. If that does not resolve the issue then you will be referred to our Complaints Partner.  If you would like to make a formal complaint, then you can read our full complaints procedure. Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

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:

and

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visitwww.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

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 to see how you can raise your concerns with the Solicitors Regulation Authority.

Meet the team

Kirsty Humphrey

Marketing Manager

Rebecca Massam

Senior Associate

"Matthew Sabine was incredibly pleasant to deal with. He made the whole house buying and selling process very easy and painless."


A recent client

“Thanks Sarah for all your hard work and making our dream come true.”


A recent client

‘Gail Hall was the lead partner and excellent on all matters relating to the probate of my mother’s account. She was also very good at guiding us through a very difficult time following the death of my mother.’ ‘The team was very well led by a very experienced solicitor in Gail Hall. When she needed to draw in property experts and financial help they were all on hand in the company we had a very good service from them.’


Legal 500 – 2021