Our Complaints Policy
We are committed to providing a high quality legal service to all our clients. If something goes wrong we need you to tell us about it. This will help us to improve our standards. All client complaints are reviewed on an annual basis by Gill Cameron the Partner responsible for Client care.
Our Complaints Procedure
If you have a complaint write to us with the details.
What will happen next?
1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 2 days of us receiving your complaint.
2. We will record your complaint in our central register and open a separate file for your complaint. We will do this within a day of receiving your complaint.
3. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within a day of your reply.
4. We will then start to investigate your complaint. This will normally involve the following steps.
5. Gill Cameron will then invite you to meet her and discuss and hopefully resolve your complaint. She will do this within 3 days.
6. Within 2 days of the meeting Gill Cameron will write to you to confirm what took place and any solutions she has agreed with you. If you do not wish to attend a meeting or it is not possible, Gill Cameron, will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter. She will do this within 5 days of completing her investigation.
7. At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways.
We will let you know how long this process will take.
8. We will let you know the result of the review within 5 days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Solicitors’ Regulation Authority. If you are still not satisfied, you can contact them about your complaint.
If we have to change any of the time scales above, we will let you know and explain why.