In very rare occasions and sometimes, we may not reach your expectations and would like to make a complaint. Your case is important to us and we need to know if you are unhappy and need to make a complaint, so you can follow our complaints procedure, ensuring you get the outcome and response you deserve.

On receipt of your complaint and investigation

If a client raises a service-related or other issue with the fee earner with day to day responsibility for the matter, the fee earner will inform the client that the CEO will consider the issue. The CEO should then deal with the issue with a view to resolving it to the client's satisfaction.

If a service-related or other issue is received by the complaints partner direct from the client, the complaints partner will normally ask a senior associate to attempt to resolve the issue but, if this cannot be done, the issue will be dealt with as outlined above.

Once a complaint is referred to the CEO, the CEO will tell the client in writing how the complaint will be handled and in what timeframe they will be given an initial and/ or substantive response.



Explanation of complaint

As soon as the investigation has been completed, the client will be given an explanation of the outcome of the complaint, either oral or written.