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Complaints handling procedure

Our aim is to provide high-quality legal service to all of our clients and if something goes wrong, we need to know and rectify the position. This will help us to improve our standards.

We will follow the following procedure to investigate your problem:

1. We will acknowledge your complaint in writing within seven days of receiving it and will enclose this procedure.

2. Your complaint will be passed to the Managing Partner, Junior Stewart who will review it and investigate the matter with the person in charge of your case.

3. Mr. Stewart will then make a decision on who will deal with your complaint.

4. Within 21 days of sending you the acknowledgment letter, the person chosen to deal with your complaint will provide you with a detailed response to your complaint and suggest ways to resolve it.

5. If within the 21-day period, the person dealing with your complaint considers it appropriate, they may invite you to a meeting to discuss and resolve the complaint instead.

6. If this happens, you should contact us within 14 days of that meeting to confirm whether you are satisfied. If you are not, we will appoint someone else to review the decision.

7. Following any request to review, we will write to you within 14 days to confirm our final position on your complaint and explain our reasons.

8. If the complaint can not be satisfied, you can contact the 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 Legal Ombudsman on
0300 555 0333 or at

Any change to the timescales listed above will be notified to you.

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