Complaints policy


We are committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right, so if something has gone wrong, including in relation to the bill, we need you to tell us.


Our complaints procedure

1. If you have a complaint, please contact Simon Arthur. We would prefer you to put your complaint in writing so that we can keep a permanent record. To help us to understand your complaint, and so we do not miss anything, please tell us:

  • your full name and contact details and your file reference number (if you have it); and

  • what you think we have got wrong and what you hope to achieve.

Where possible, we will try to resolve your complaint within 21 days.

2. If you would prefer not to make your complaint to Simon, please ask us for an alternative and we will supply you with the necessary contact information


What will happen next?

3. Within two working days of our receiving your complaint, we will send you a letter acknowledging your complaint and asking you to confirm or explain the details of your complaint (if necessary).

4. Within one working day of receiving your complaint, we will record it in our central register.

5. Within three working days, we will acknowledge any reply you make to our acknowledgement letter and confirm what will happen next.

6. We will then start to investigate your complaint. This will usually involve reviewing your complaint, your file(s) and other relevant documents and speaking 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 will update you on the progress of your complaint at appropriate times.

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 over the telephone.

7. 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. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement, or let you know why this time period has to vary if this is not possible.


What if I am not satisfied with the outcome?

8. If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will review the matter.

9. If you are still unhappy, you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:

You must usually refer your complaint within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it).

Further details are available on the website: www.legalombudsman.org.uk.

10. Alternative complaints bodies such as Small Claims Mediation (www.small-claims-mediation.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. When we write to you, we will confirm whether or not we agree to use Small Claims Mediation, or not.


What will it cost?

11. We will not charge you for handling your complaint, but 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. Both the Legal Ombudsman service and Small Claims Mediation Schemes are free of charge.