​Complaints Procedure

For complaints involving debt recovery or insurance mediation please see our Financial Services Complaints.
For all other compliants please see our procedure below:

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.

1. If you have a complaint, in the first instance, please contact the person handling your case.
We hope that most misunderstandings can be resolved at this stage.

2. The person dealing with the matter will make a note of your complaint on the file, outlining
the nature of the complaint and what was said. A copy of this note will be passed on to our
Client Care ​Director, John Spratt.

3. If the complaint is not resolved to your satisfaction at this stage, please raise it with John
Spratt (or if the complaint is about John Spratt, David Endicott). On receipt of your
complaint:

a. John/David will send you a letter acknowledging receipt of your complaint within
three days of receiving it, enclosing a copy of this procedure.

b. John/David will then investigate your complaint. This will normally involve our
reviewing your matter file and speaking to the member of staff who acted for you.

c. John/David will then invite you to a meeting to discuss and hopefully resolve your
complaint. He will do this within 14 days of sending you the acknowledgement letter.

d. Within five days of the meeting, John/David will write to you to confirm what took
place and any solutions he has agreed with you.

e. If you do not want a meeting or it is not possible, John/David will send you a detailed
written reply to your complaint, including his suggestions for resolving the matter,
within 21 days of sending you the acknowledgement letter.

f. At this stage, if you are still not satisfied, you should contact us again and we will
arrange for another partner unconnected with the matter at the firm to review the
decision.

g. 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.

4. If you are still not satisfied, you can contact Legal Ombudsman, PO Box 6806,
Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman
must usually be made within six months of the date of our final written response on your
complaint but for further information, you should contact the Legal Ombudsman on 0300 555
0333 or at enquiries@legalombudsman.org.uk.

If we have to change any of the timescales above, we will let you know and explain why.