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Complaints Procedure

Our complaints policy

We are committed to providing a high quality legal service to our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards. Our aim is to handle complaints promptly, fairly and effectively. To do this we have a written complaints procedure and will handle complaints in accordance with it.

Our complaints procedure

Contact our complaints officer

If any concern or cause for complaint is not satisfactorily dealt with by the person dealing with your matter, please contact Ewan Lockhart, our complaints officer. Ewan Lockhart may be contacted at:

57 Queen Anne Street

Telephone number: 0207 486 2908
Fax number: 0207 486 6212
e-mail address:


Preliminary steps

Within 2 working days after receipt of your complaint, we will send you a letter which will acknowledge your complaint and confirm how we propose to investigate your complaint and the period within which you can expect to hear from us (not exceeding 15 working days).

We will record your complaint in our central register and open a file for your complaint.

Investigation of your complaint

Ewan Lockhart will arrange for the legal director in charge of the department involved in your complaint to investigate your complaint. However, if your complaint concerns the handling of your matter by such departmental head, the investigation will be carried out by Ewan Lockhart or another appropriate legal director.

Your complaint will be investigated. The person carrying out such investigation will write to you within the period mentioned in our letter acknowledging your complaint and such letter will contain our detailed reply to your complaint and our suggestions to resolve the matter.

If you are satisfied with our proposals, we will carry such proposals into effect.

Conduct of our investigation or review

Your complaint will be handled by finding out from you the nature and full details of your complaint, obtaining and considering all papers relevant to your complaint and considering your complaint with you and the person instructed to deal with your matter.

If either of us feels this will be helpful in dealing with your complaint, we will invite you to meet the departmental head or Ewan Lockhart to discuss matters.
If we need to take any other steps to investigate or review your complaint or have to change any of the timescales mentioned above, we will let you know and explain why.

Review of our investigations and/or proposed solutions

If you are not satisfied with our reply to your complaint or our proposals, you may contact Ewan Lockhart and he will arrange for the matter to be reviewed and let you know the timetable for such review.

Ewan Lockhart (or another legal director in the firm who has not been involved in your complaint) will carry out such review.

We will let you know the result of our review within 2 working days after the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.

Legal Ombudsman

If you are not satisfied with our review of your complaint, you can contact the Legal Ombudsman.

PO Box 6806, Wolverhampton WV1 9WJ.
Telephone 0300 555 0333

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