All clients are informed in writing, usually set out in the client care letter, of the complaints procedure, of their right to complain to the legal ombudsman, the time frame for doing so and full details of how to contact the Legal Ombudsman.Each client must be made aware of the person to whom any such matter should first be addressed – which is normally the solicitor or fee-earner dealing with the file.  If that person does not resolve the problem the client should then address the matter to Claire Nash who must provide a written response to the client regarding the complaint or problem with a view to resolving the matter, if possible.It is essential that a note is made and kept of the investigation carried out whilst dealing with the complaint.If the client remains dissatisfied after exhausting the internal procedure, he or she should be referred to the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ, telephone number 0300 555 0333, email – enquiries@legalombudsman.org.uk

It is possible that a client may complain directly to the Legal Ombudsman without first following the procedures given within this policy.  In such circumstances the Legal Ombudsman will refer the complaint to Claire Nash, who is the appointed liaison with the Legal Ombudsman.Claire Nash will then process the complaint with the relevant fee-earner.  In most cases the matter can be resolved satisfactorily between the firm and the client without further intervention by the Legal Ombudsman.Claire Nash is then to ensure that the complaint is properly documented and must advise the Legal Ombudsman of the final outcome.If a complaint is of a particularly serious nature the Legal Ombudsman may appoint an independent solicitor to investigate the matter.

Any concerns that you may have in relation to our conduct can also be referred to the SRA.

All complaints are to be thoroughly documented as follows:

1. Written and full details of the complaint made by the client;
2. Written and full details of the investigation undertaken internally;
3. Written and full details of the conclusion made and final outcome. These must be recorded in the client’s file and the complaint’s central record.  The central record must also include:

1. The client name, the client matter and the fee earner;
2. The date of the complaint and the date of the cause of the complaint;
3. The complaint category and final outcome.

• The central complaints record will be reviewed on an annual basis to report on complain trends.