Complaints Policy

We are committed to providing a high quality of legal service to all of our clients. If you consider that we have not provided a satisfactory service, we will need you to tell us. This will help us improve our standards.

If you are unhappy about any aspect of the service you have received, or about the bill, you are entitled to complain. Please direct any complaint to the Fee Earner responsible for your matter in the first instance, then to the relevant Head of Department, finally if not resolved to the Director who handles complaints who is Richard Saum and is based at our Lichfield Office.

1. We will send you a letter acknowledging receipt of your complaint within 7 working days of us receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will involve passing your file to the Head of Department involved with your work who will review the file and speak to the member of staff who acted for you. The Head of Department will then contact you to address the issues raised.
3. If you then wish to take matters further or do not believe the issues have been fully addressed, then it will be passed to our Complaints Director. Our Complaints Director will then review your complaint, contact you and invite you to a meeting to discuss, and hopefully, resolve your complaint.
4. Within 21 working days of the meeting, our Complaints Director will write to you to confirm what took place and any solution they have agreed with you.
5. If you do not want a meeting or it is not possible, our Complaints Director will send you a detailed written reply to your complaint, including any suggestion for resolving the matter, within 21 days of receiving notification from you that a meeting is not possible.
6. If we have to change any of these timescales, we will let you know and explain why.
7. If you are still not satisfied, you have a right to complain to the Legal Ombudsman at Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ. Any complaints to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman (0300 555 0333 or refer to legalombudsman.org.uk).

The Legal Ombudsman (LeO) can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must refer your complaint to the Legal Ombudsman not later than:

• The date 6 months of you receiving our final written response to your complaint, provided we have:
  • explained that the LeO is available to you if you remain dissatisfied;
  • provided full contact details for the LeO; and
  • warned you that the complaint must be referred to the LeO within 6 months of our final written response.

Otherwise you must refer your complaint to the LeO no later than:

• One year from the date of the act or omission being complained about; or
• One year from the date when you should have realised that there was cause for complaint.

The Legal Ombudsman does have a discretion to extend the time limits for specific customers if, on the evidence, it considers it was fair and reasonable to do so.

Legal Ombudsman contact details

Website:www.legalombudsman.org.uk

Phone: 0300 555 0333 (10am to 4pm)

Email:enquiries@legalombudsman.org.uk

Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority:

• SRA — Problems with law firms and individuals
• SRA — Contact us

Last reviewed: April 2026 by Richard Saum, Director.