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.
Our complaints procedure
If you have a complaint about our service or a bill that we have rendered or both, please contact us with the details.
The person to contact is Michael Coughlan, and he can be reached at:
Royal House, Bruton Way, Gloucester, GL1 1EP
Telephone – 01452 521286
What will happen next?
- Your claim will be fully investigated within 10 working days of receiving all the details we require from the member of staff who acted for you or from the date of receipt of the information requested from you. If appropriate we will invite you to meet the person responsible for the relevant department in order to discuss and hopefully resolve your complaint.
- Within 5 working days of the meeting with you or within 5 working days of completing the investigation we will write to you to confirm what took place and any solutions we have agreed with you or, alternatively, we will send a detailed reply to your complaint. This will include our suggestions, if appropriate, for resolving the matter.
- At this stage if you are still not satisfied you can write to us again. We can then arrange to review our decision. This will happen in one of the following ways:
a) The Partner dealing with complaints will review their own decision within 5 working days or we will arrange for someone in the firm who has not been involved in your complaint to review it. We will do this within 10 working days. Another partner in the firm, who has not previously been involved in your case, will review your complaint.
b) We will let you know the result of the review within 5 working days of the end of the review. This time we will write to you confirming our final decision on your complaint and explaining our reasons. If we have to change any of the timescales above, we will let you know and explain why, but we have to, in any event, resolve your complaint within eight weeks.
- The firm’s aim is to offer all clients an efficient and effective service, and we are confident that we will do so in your case. However, if at any time during the conduct of your matter, you are unhappy or unsatisfied with the manner in which it is being dealt with, then you should initially contact The Head of Department to resolve the problem.
If you are still not satisfied, you can then contact the Legal Ombudsman at:
PO Box 6806
Tel: 0300 555 0333 or 0121 245 3050
There are time limits within which complaints must be made to the Legal Ombudsman, as indicated below.
Generally speaking, your complaint should be made to the Ombudsman no later than 12 months from when the problem occurred or from when you should reasonably have become aware of the problem.
Additionally, you should make your complaint to the Ombudsman within six months of receiving a final response from us following the complaint that you have made to us.
Normally, your complaint needs to fall inside both rules if the Ombudsman is going to investigate it.
You also need to be aware that the Ombudsman only deals with complaints from the following:
- (a) an enterprise which, at the time that the complaint is made, is a micro-enterprise within the meaning of arts.1, 2(1) and (3) of the Annex to Commission Recommendation 2003/361/EC, as that Recommendation had effect at the date it was adopted;
- (b) a charity with an annual income net of tax of less than £1 million at the time at which the complainant refers the complaint to the respondent;
- (c) a club, association or organisation, the affairs of which are managed by its members or a committee or committees of its members, with an annual income net of tax of less than £1 million at the time at which the complainant refers the complaint to the respondent;
- (d) a trustee of a trust with an asset value of less than £1 million at the time at which the complainant refers the complaint to the respondent;
- (e) a personal representative of an estate of a person; or
- (f) a beneficiary of an estate of a person.
Solicitors Regulation Authority
The Solicitors Regulation Authority works with solicitors, firms, other types of lawyers and non-lawyers to make sure they comply with the Solicitors Code of Conduct to
make sure they behave independently, fairly and with integrity to best serve the interests of their clients and the public interest.
The Solicitors Regulation Authority welcome information about dishonesty or breaches of the Solicitors Code of Conduct; however, they are not able to deal with issues of poor service.
You can find details of their complaints procedure here - https://www.sra.org.uk/consumers/problems/report-solicitor/