We listen to our clients and use this insight and our legal experience to deliver the best possible results. We have an open, friendly and responsive approach ensuring that your needs are paramount. Our procedures, communication and response systems have been developed to ensure that we are able to offer our clients constructive advice and innovative solutions.
We believe that the provision of excellent service is fundamental to our continued future success. Whenever we finish a case, we ask clients to give us their opinion of our service through an independent organisation. We pay careful attention to the results and take action to make immediate improvements if we are falling short of your expectations in any aspect of our service.
We aim to offer all our clients an efficient and effective service and we are confident that we will do so in your case. We always welcome feedback on our service. However we recognise that even in the best run offices, things can go wrong from time to time. Should you be unhappy with any of our service, please raise it first with Mr C Francis who is the Director/Solicitor of the Firm. If you remain dissatisfied we will invite you to attend a meeting where we can try to resolve the matter amicably.
We are confident of providing a high quality service in all aspects. If however, there should be cause of concern or complaint about our professional service, please refer the matter to Mr C Francis who will take appropriate actions to resolve the issue in accordance with the firm’s procedures.
We will then investigate your complaint. The complaint will be passed on to Mr C Francis, who will review the file related your matter and speaks to the member of staff who acted for you. Mr C Francis will then invite you to a meeting to discuss and hopefully resolve the complaint. He will do this within 14 days of sending you the acknowledgement letter.
Within the three days of meeting, Mr C Francis will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or it is not possible, Mr C Francis send you a detailed written reply to your complaint including his suggestion for resolving the matter, within 21 days sending you the acknowledgement letter.
At this stage, if you are not still satisfied, you should contact us again and Mr C Francis will review his decisions. 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.
If you are still not satisfied, you can then contact Legal Ombudsman.
PO Box 6806
Email: [email protected]
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Their contact details are:
Solicitors Regulation Authority
199 Wharfside Street
Tel: 0370 606 2555
Email: [email protected]