We are confident that we will give you a high quality of service in all respects. However, if at any point you become unhappy or concerned about the service, we provided then you should inform us immediately, so that we can do our best to resolve the problem.

If you have any queries or concerns about our work for you or the amount which you have been invoiced for charges and expenses, please take them up first with the person with whom you have had most contact with in relation to a particular matter. If that does not resolve the problem to your satisfaction or you would prefer not to speak to that person then please speak to the partner with ultimate responsibility for the work or the client care partner set out in the client care letter and/or proposal document or this firm’s complaints handling partner, Mr. Laurence Sutton who can be contacted at:

5 Oak Tree Lane, Selly Oak, Birmingham, B29 6JE,

Telephone 0121 472 4131.

We aim to be proactive with handling any issues clients may have, and our procedure detailing how we handle complaints is produced below.


We will send you a letter acknowledging receipt of your complaint within 5 working days of receiving it, enclosing a copy of this procedure.

We will investigate your complaint and will review your file which might include speaking to any other members of staff who have been involved in your matter.

The investigation might also involve inviting you to a meeting to discuss your complaint. We will do this within 14 working days of sending you the acknowledgement letter. Within 3 working days of any meeting, we will write to you to confirm what took place and any solutions that were agreed with you.

If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.

If you are not satisfied with the outcome of our investigation you may contact us again and we will arrange for Laurence Sutton to review the decision.

We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

Please be assured there are no charges for the conduct of a complaints investigation.

What to do if we cannot resolve your complaint

If you feel that we have not dealt with your complaint adequately you are entitled to contact the Legal Ombudsman. Any complaint to the Legal Ombudsman should usually only be made after we have issued our formal written response to your complaint or we have already had eight weeks to resolve it. Any complaint must be referred to the Legal Ombudsman within six months of the date of our formal written response to your complaint.

Also, the problem must have happened on or after 6 October 2010 or, if the problem happened earlier that that, you must not have been made aware of it before 6 October 2010. Finally, your complaint must be made no later than six years from the act/omission, or three years from when you should reasonably have known that there was cause for complaint.

PO Box 6806 Wolverhampton, WV1 9WJ

Telephone 0300 555 0333