We are committed to providing a high standard of 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.

How do I complain?

If you are unhappy with our service, please email your complaint to Wajid Darr (Managing Director), at [email protected] or call 0117 456 8600 or by post to 314 Wells Road, Knowle, Bristol, BS4 2QG.

You have contacted us with details of a complaint.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will involve passing your complaint to the person stated in your original client care letter who will review your matter file and speak to the member of staff who acted for you.
3. If considered appropriate you may be invited to a meeting to discuss and hopefully resolve your complaint.
4. If you do not want a meeting or it is not possible or considered appropriate the appointed person will send you a detailed reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director or someone unconnected with the matter at this firm to review that decision.
6. 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.
7. If we have to change any of the timescales above, we will let you know and explain why.

What to do if we cannot resolve your complaint or have not dealt with your complaint within 8 weeks?

The Legal Ombudsman

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

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

If you contact the Legal Ombudsman, then you must take your complaint to the Legal Ombudsman:

• Within twelve months of receiving a final response to your complaint; and
• No more than six years from the date of the act or omission you are complaining about; or
• If outside that six-year period, 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.

Visit: www.legalombudsman.org.uk(opens in new tab)
Call: 0300 555 0333 between 9am to 5pm.
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Who can complain to the Legal Ombudsman?

A complaint to the Legal Ombudsman Scheme may be made by: (a) an enterprise which, at the time the complaint is referred, is a micro-enterprise; (b) a charity with an annual income net of tax of less than £1 million; (c) a club, association or organisation with an annual income net of tax of less than £1 million; (d) a trustee of a trust with an asset value of less than £1 million; (e) a private individual; (f) a personal representative of an estate; or (g) a beneficiary of an estate, where the deceased had not referred the complaint to the Ombudsman before their death. The Legal Ombudsman Scheme is not available to any other parties.

The Solicitors Regulation Authority

We are regulated by the Solicitors Regulation Authority under number 533420.

The Solicitors Regulation Authority can help you if you are concerned about any solicitor’s 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 raise your concerns with the Solicitors Regulation Authority. The website address for the Solicitors Regulation Authority is – www.sra.org.uk(opens in new tab)