Complaints Policy.

Making a Complaint

Our aim

We aim to deal promptly, fairly and effectively with any complaint a client may have about any aspect of our service.

Our complaints handling 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 service. There is no question of any charge being made for the time taken to resolve a complaint.

How to complain

If you have a complaint, please give the details (by letter, email or telephone) to Claire Thompson:

Telephone 0121 827 5539 / 07951 229300
Letter 6 Aero Way, Cofton Hackett, Birmingham B45 8GT

Please tell us:

  • Your full name and contact details
  • The nature of your complaint
  • What resolution you are seeking

What happens next

We will acknowledge receipt of your complaint within three working days of us receiving it and will send you a copy of this procedure.

We will investigate your complaint. We may ask you to provide further information and will ask you to do so within a specific period of time.

When the investigation is complete we will write to you with our detailed reply and our proposals for resolving your complaint. We will do this within 14 days of our acknowledgement of your complaint.

If you are not satisfied with our reply and proposals, within 14 days of receipt you should contact us to request a review. We will respond within 14 days confirming our final position on the complaint and explaining our reasons.

If we do not receive a response to our initial response or our response to any request to review, we will consider the matter closed.

If we cannot resolve your complaint

If you are not satisfied with our response you can contact the Legal Ombudsman:

The Legal Ombudsman may be prepared to investigate your complaint if you satisfy the relevant criteria. You must take your complaint to the Legal Ombudsman:

  • within six months of receiving a final response from us to your complaint; and
  • no more than six years from the date of act/omission; or
  • no more than three years from when you should reasonably have known there was cause for complaint.

The Legal Ombudsman service is free of charge.

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. The SRA is not able to deal with issues of poor service – these complaints should be referred to the Legal Ombudsman.

For more details visit or call them on 0370 606 2555.