\nOur Complaints Policy<\/strong><\/p>\n\n\n\n We\nare committed to providing a high-quality legal service to all our\nclients. When something goes wrong, we need you to tell us about it.\n This will help us to improve our standards.<\/p>\n\n\n\n If\nyou have a complaint, please contact us with the details. We have\neight weeks to consider your complaint. If we have not resolved it\nwithin this time you may complain to the Legal Ombudsman.<\/p>\n\n\n\n What\nwill happen next? <\/strong>\n<\/p>\n\n\n\n We\nwill send you a letter acknowledging receipt of your complaint within\nthree days of receiving it, enclosing a copy of this procedure. \n<\/p>\n\n\n\n We\nwill then investigate your complaint. This will normally involve\npassing your complaint to our client care partner, Anna Arthur, who\nwill review your matter file and speak to the member of staff who\nacted for you. Anna Arthur will then invite you to a meeting to\ndiscuss and hopefully resolve your complaint. S\/he will do this\nwithin 14 days of sending you the acknowledgement letter. \n<\/p>\n\n\n\n Within\nthree days of the meeting, Anna Arthur will write to you to confirm\nwhat took place and any solutions s\/he has agreed with you. If you\ndo not want a meeting or it is not possible, Anna Arthur will send\nyou a detailed written reply to your complaint, including his\/her\nsuggestions for resolving the matter, within 21 days of sending you\nthe acknowledgement letter. \n<\/p>\n\n\n\n At\nthis stage, if you are still not satisfied, you should contact us\nagain and we will arrange for Anna Arthur to review her own decision\nor appropriate alternative such as review by another local solicitor\nor mediation to review the decision. \n<\/p>\n\n\n\n We\nwill write to you within 14 days of receiving your request for a\nreview, confirming our final position on your complaint and\nexplaining our reasons. If you are still not satisfied, you can\nthen contact the \n<\/p>\n\n\n\n Legal\nOmbudsman, \n<\/p>\n\n\n\n PO\nBox 6806, \n<\/p>\n\n\n\n Wolverhampton\n\n<\/p>\n\n\n\n WV1\n9WJ<\/p>\n\n\n\n about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333or at enquiries@legalombudsman.org.uk<\/a>.<\/p>\n\n\n\n The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.<\/p>\n\n\n\n