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Complaints Procedure

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 improve our standards.

Our complaints process

We hope that any concerns you may have can be discussed with, and resolved by, the fee earner with conduct of your case.  If you wish to raise your complaint with someone else, however, your retainer letter provides you with details of his or her supervisor who will be happy to help.

The complaints process is overseen by our Complaints Partner, John Roberts who can, alternatively, be contacted directly at 16 Mill Street, Maidstone, Kent ME15 6XT, or by telephone on 01622 678341, or by email:

No charge will be made for work relating to the handling of your complaint.

What will happen next?

  1. We will acknowledge your complaint in writing within 2 working days and may ask you to confirm or explain any details.  We will also let you know the name of the person who will be dealing with your complaint.
  2. We will record your complaint in our central register and investigate it by examining the relevant file and discussing it with the relevant members of staff.
  3. Within 14 days of your complaint, we will write to you setting out our initial findings and, if possible, offering a resolution.  Any further correspondence from you would also be dealt with within a further 14 days.
  4. If matters cannot be dealt with satisfactorily by correspondence we will then, if appropriate, invite you to a meeting to discuss, and hopefully resolve, your complaint.  We would hope to be in a position to meet with you in this way no longer than 35 days after first receiving your complaint.
  5. Within 5 working days of any meeting, we will write to you to confirm what took place and any resolutions that we have agreed with you.  In appropriate cases we may offer an apology, a reduction of any bill or a repayment in relation to any payment received.
  6. At this stage, if you are still not satisfied, please let us know.  We will then arrange to review our decision and would generally aim to do this within 14 days.
  7. Having reviewed our decision, we will write to you confirming our final position on your complaint and explaining our reasons.  If you are still not satisfied, you are entitled to complain within six months of the conclusion of our internal complaints procedure, to the Legal Ombudsman who can be contacted on telephone 0300 555 0333, by email at or by post at Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ.    We very much hope that this will not be necessary and that matters can be resolved to everyone’s satisfaction.

The Legal Ombudsman will not normally consider complaints that are more than six years old, or where it is three years since the complainant ought to have been aware of the problem. The matter complained about must have happened on or after 6th Oct 2010. If the problem happened earlier than that, you must not have been aware of it before 6th Oct 2010

The Solicitors Regulatory Authority (SRA) also regulates us. If you think we have breached our professional code of conduct and are not satisfied with our response, you can report your concerns to the SRA using the link on our homepage or via this link