We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. In the first instance we would ask that you contact the person responsible for your case to discuss your concerns. We will try any resolve any issues at this stage. If you do not feel able to do that or you have not been able to resolve the issues and wish to make a formal complaint, then our procedure is set out below.
If you have a complaint, please contact us with the details.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our Director, Katrina Byrne, who can be contacted at email@example.com, 15 Barnfield Road Exeter EX1 1RR or 01392 927705. Katrina Byrne will review your file and speak to the member of staff who acted for you.
If your complaint is about Katrina Byrne then it will be referred to a Senior Consultant or Independent Mediator to deal with it. You will be provided with their contact details.
You will then be invited to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, you will be written to, to confirm what took place and any solutions we have agreed with you.
If you do not want a meeting or it is not possible, you will be sent a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for a Senior Consultant or Independent Mediator to review the decision.
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
We aim to fully resolve any complaint within 8 weeks but if that has not been achieved then you can refer the matter to the Legal Ombudsman. You will need to bring a complaint to the attention of the Legal Ombudsman within 6 months of receiving a final written response from us or within 6 years of the act or omission about which you are complaining or three years from when you should have reasonably known there was a cause for complaint (if the act took place more than six years ago.)
If we have to change any of the timescales above, we will let you know and explain why.
The Legal Ombudsman can be contacted as follows:
P O Box 6806
Tel: 0300 555 0333
Solicitors Regulation Authority
If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA).
There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).
For further information about the SRA’s role, please contact the SRA or visit:
For further information about our complaints handling procedures, please do not hesitate to contact Katrina Byrne on 01392 927705 or firstname.lastname@example.org or by post to 15 Barnfield Road Exeter EX1 1RR.
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