Complaints Policy

We seek to provide a high quality service to all our clients.  If you think something does not gone right, we want to know about it.

If at any time you are concerned about your case or wish to make any comments on any aspect of our services or your bill, you should first of all speak to the Solicitor dealing with your matter. If after that you are still concerned, you should speak to the referral or supervising partner referred to in our letter of engagement.

If that discussion does not resolve things either, then we have a procedure in place which details how we handle complaints, which can be found here:

Complaints Handling Procedure

It is part of any properly regulated relationship that we should know how to disagree, and how to resolve those things. We hope never to have to use those processes, of course, but you are entitled know they are there.

If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman can investigate complaints up to six years from the date of the problem occurring or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are as follows:

Visit www.legalombudsman.org.uk

Call 0300 555 0333 between 8.30am to 5.30pm (Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines.) Calls to the Legal Ombudsman are recorded and may be used for training and monitoring purposes.

For minicom call 0300 555 1777
Email enquiries@legalombudsman.org.uk
Legal Ombudsman
PO Box 6806,

Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.

The Solicitors Regulation Authority can help you 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.   You can raised your concern with the Solicitors Regulation Authority

You can leave us a message so we can contact you:

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Salisbury Office:

01722 411 141

Chippenham Office:

01249 472 444