Complaints & Policies

Our Complaints Policy

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.

In the first instance please contact the fee earner with day to day contact of your matter. If they are unable to resolve your concern please refer to the supervising Partner as follows:

Alice Brotchie – Complaints Officer – Commercial, Family and Private Client Departments
Cate Cussell – Property Department

If your complaint is about one of the supervising Partners please contact the other partner listed above.

Our original client care letter will have advised you who you need to contact if this procedure has to be started for any reason, otherwise please contact us to request our complaints procedure.

Contact address:

St Martin’s House 63 West Stockwell Street Colchester Essex CO1 1HE

[email protected]

The Legal Ombudsman service has been operational since October 6th, 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately. If you are not satisfied with our final decision then you are entitled to refer your complaint to the Legal Ombudsman: The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ; Tel: 0300 555 0333; Email : [email protected]

Normally, you will need to refer a complaint within 6 months of receiving a final written response from us. In addition to the 6 months time limits the Legal Ombudsman will only accept a referred complaint:

1 year from the date of the act or omission being complained about; or
1 year from the date when you should have realised there is cause for complaint.

Solicitors Regulation Authority (SRA)

https://www.sra.org.uk/consumers/problems/report-solicitor/

If you believe a solicitor to have been dishonest or have breached the SRA Principles to include concerns as to their ethics or integrity, you can report the firm and/or the solicitor to the SRA. Please note the SRA is not able to deal with issues of poor service. There are no time limit to make a report.

Useful Resources:

Company Policies

Interest Policy

Terms of Business