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 [add named person/role — e.g. our Practice Manager] 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 within [confirm] working days.
• We will investigate the matter, which may include reviewing your file and speaking to the people involved.
• We aim to provide our final written response within [eight] weeks of receiving your complaint.

If you remain unhappy after our final response — or if [eight] weeks have passed and you haven't received one — you may be able to refer your complaint to the Legal Ombudsman, who deal independently with complaints about legal services in England and Wales.

• Normally within six months of our final response, and usually no more than six years from the date of the act or omission complained of (or three years from when you should reasonably have known there was cause for complaint) — [confirm current Legal Ombudsman time limits before publishing, as these are set by the Legal Ombudsman and can change].
• Legal Ombudsman contact details — [confirm current address, phone number and website before publishing].

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