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.

Our complaints procedure

If you have a complaint, please contact the partner responsible for dealing with complaints as named in our client care letter. If you do not have those details please contact Martin Roberts our Client Care Partner, at our office at Hays House, 25 Albion Street, Hanley, Stoke on Trent, ST1 1QF who will pass your complaint to the Partner in charge of the department involved in your complaint.

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 3 days of us receiving your complaint.
   
   
2. We will record your complaint in our central register and open a file for your complaint.
   
   
3. We will then begin to investigate your complaint. This will normally involve passing your complaint to our Client Care Partner, Martin Roberts, who will review your matter file and speak to the member of staff who acted for you.
   
   
4. We shall either:
   
   (a) invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter;
   
   (b) following our meeting we shall within 3 days write to you to confirm what took place and any solutions we have agreed with you;
   
   (c) if you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
   
   
5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.
   
   
6. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
   
   
7. If you are still not satisfied, you can contact Legal Ombudsman, PO Box 15870, Birmingham, B13 9EB about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at
   enquiries@legalombudsman.org.uk.
   
   
8. If we have to change any of the timescales above, we will let you know and explain why.