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Complaints Procedure for Clients

Our complaints procedure for formal complaints

If you wish to make a formal complaint you should write to or email us with the details.

What will happen next?

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within two working days of us receiving your complaint.

2. We will record your complaint in our Central Register. We will do this within two working days of receiving your complaint.

3. We will investigate your complaint. This will normally involve the following steps:-

  • We will pass your complaint to Christopher Sykes, our client care director (or if he is the lawyer dealing with the case to David Anderson), within three working days;

  • He will ask the member of staff who acted for you to comment on your complaint within five working days;

  • He will then examine those comments and the information in your file. He may also speak to them.

4. Christopher Sykes (or if appropriate David Anderson) will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within five working days of completing his investigation. If he feels that further time is required he will inform you of the length of time required.

5. At this stage, if you are still not satisfied you can write to us again. If you wish you can request a meeting or discuss the matter on the telephone. We will then arrange to review our decision and either meet with you or discuss the matter with you or reply in writing.

This will happen in one of the following ways:

Another director of the company will review Christopher Sykes / David Anderson’s  decision within 10 working days;

We may, depending on the nature of the complaint, invite you to agree to independent mediation. We will let you know how long this process will take.

6. If the complaint has still not been resolved there will be a further review.

7. We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ to assist. The Legal Ombudsman will allow this firm two months to respond and you are allowed twelve months to inform the Legal Ombudsman if you still feel that your complaint is unresolved.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

Within six months of receiving a final response to your complaint

  • Within six months of receiving a final response to your complaint


  • No more than six years from the date of act/omission; or

  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details:

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

5th Floor, Salisbury House, London Wall, London EC2M 5QQ
Telephone: 020 3794 5959 Fax: 020 7374 6602
Email: solicitors@saplaw.co.uk