Complaints Policy

How do I make a complaint?

• In the first instance, please raise any concerns or complaints with the person dealing with your matter or the partner supervising your matter.
• If you do not feel able to raise your concerns with either of these people, or you are not satisfied with their response, please contact Jennifer Rogerson (our Managing Partner and Client Care Partner) whose contact details are:
  Post: Richmond Point, 43 Richmond Hill, Bournemouth, Dorset, BH2 6LR
  Telephone: 01202 294566
  Fax: 01202 233732
  Email: [email protected]
• To help us to understand your complaint, and in order that we do not miss anything, please tell us:
  • your full name and contact details
  • what you think we have got wrong
  • how you would like your complaint to be resolved; and
  • your file reference number (if you have it)
• If you require any help in making your complaint we will try to help you.

How will you deal with my complaint?

• We will record your complaint centrally.
• We will aim to acknowledge your complaint in writing within 7 days, enclosing a copy of this policy.
• We will investigate your complaint. This will usually involve:
  • reviewing your complaint
  • reviewing your file(s) and other relevant documents, and
  • liaising with the person who dealt with your matter
• We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
• We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
• We will update you on the progress of your complaint at appropriate times.
• We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. We will aim to do this within 28 days of the date of our written acknowledgement of your complaint or our meeting with you whichever is later.

What if I am not satisfied with the outcome?

• If we have been unable to resolve your complaint to your satisfaction within 8 weeks you may be able to complain to the Legal Ombudsman. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman). The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.
• You can contact the Legal Ombudsman:
  • by post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
  • by telephone: 0300 555 0333 – 10am to 4pm Monday to Friday, or
  • by email: [email protected]
  • You can find out more details about the Legal Ombudsman at www.legalombudsman.org.uk
• Normally, you will need to bring a complaint to the Legal Ombudsman not later than:
  • one year from the date of the act or omission being complained about; or
  • one year from the date when you should have realised that there was cause for complaint.
• The Legal Ombudsman has a discretion to extend the 1 year time limit if, on the evidence, it is fair and reasonable to do so. Further details are available on the website www.legalombudsman.org.uk
• Alternative dispute resolution (ADR) bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme, eg ProMediate (UK) Limited (www.promediate.co.uk). We have, however, chosen not to adopt an ADR process. Therefore, if we have been unable to resolve your complaint to your satisfaction within 8 weeks and you wish to complain further you should contact the Legal Ombudsman.

What will it cost?

• We will not charge you for handling your complaint.
• Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our Terms of Business.
• The Legal Ombudsman service is free of charge.