Complaints policy

We aim to provide a high standard of service to every client. If something has gone wrong, we want to know about it, and to put it right.

In the first instance, please contact our office by phone, email or post with the details of your complaint. Contact details for our Birmingham office are on our contact page.

• We will acknowledge your complaint promptly in writing.
• We will investigate the matter, which may include reviewing your file and speaking to the people involved.
• We will provide our final written response as soon as we reasonably can, and will keep you updated if it's likely to take longer than usual.

If you remain unhappy after our final response, you may be able to refer your complaint to the Legal Ombudsman, who deal independently with complaints about legal services in England and Wales.

• You must normally refer your complaint within six months of our final response, and within one year of the problem happening (or one year of when you should reasonably have become aware of it).
• Legal Ombudsman — PO Box 6806, Wolverhampton WV1 9WJ. Telephone 0300 555 0333. legalombudsman.org.uk

You may also have the right to raise certain conduct concerns directly with our regulator, the Solicitors Regulation Authority (SRA), at sra.org.uk.