West Bromwich Office

B70 8LU

0121 553 4166
Fax: 0121 553 2957


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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, please contact us with the details.

What will happen next?

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 working days of us receiving your complaint.
  2. We will record your complaint in our central register and open a separate file for your complaint. We will do this within a working day of receiving your complaint.
  3. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within 5 working days of your reply.
  4. We will then start to investigate your complaint. This will normally involve the following steps:-

-We will pass your complaint to Mr B Sumon, our Client Care Executive, within 7 working days.

– He will ask the member of staff who acted for you to reply to your complaint within 10 working days.

-He will then examine their reply and the information in your complaint file. and, if necessary, he may also speak to them. This will take up to 5 working days from receiving their reply and the file.

  1. Mr B Sumon will then invite you to meet him and discuss and hopefully resolve your complaint. He will do this within 5 working days.
  2. Within 5 working days of the meeting, Mr B Sumon 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 B Sumon will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 10 working days of completing his investigation.

  1. At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways:-

– Another more senior member of the firm will review Mr B Sumon’s decision within 10 working days.

– We will ask our local Law Society or another local firm of solicitors to review your complaint within 5 working days. We will let you know how long this process will take.

  • We will invite you to agree to independent mediation within 7 working days. We will let you know how long this process will take.
  1. We will let you know the result of the review within 7 working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Complaints Service. If you are still not satisfied, you can contact them about your complaint. If we have to change any of the timescales above, we will let you know and explain why.
  1. Legal ombudsman can be contacted on or PO Box 6806, Wolverhampton, WV1 9WJ, or or by telephone on 0300 555 0333 between 9:00am and 5:00pm if the complaint has not been resolved within eight weeks. Complaint must be referred within 6 months of our written response or within a year from our act/omission.