Complaints

Our Complaints Policy

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.

Our Complaints Procedure

If you have a complaint, please contact Andrew Pickard, our Practice Partner. You can submit a complaint online or you can write to him at 63 Bridge Road, Hampton Court, East Molesey, Surrey, KT8 9ER. If we have to change any of the responsibilities or the timescales set out below we will let you know and explain why.

What will happen next?

1. Within 3 days we will send you an acknowledgment either written or electronic identifying the person who will be handling your complaint. Wherever possible that person will not have been directly involved in the matter which is the subject of the complaint.

2. Within 21 days of receiving a complaint we will if appropriate invite you to meet the person dealing with your complaint to discuss and hopefully resolve your complaint. If you would prefer not to meet or it is not practical then we will send you either:

(a) a response adequately addressing your complaint; or

(b) a response setting out why we are not yet in a position to address your complaint and confirming when you can expect to hear further from us.

3. We endeavor to respond in any event to your complaint in full within 8 weeks of receiving the complaint. If we are not able to do this we will always explain why setting out the likely time scale.

4. Where appropriate we could offer an apology, a reduction of any bill or a repayment in relation to a payment received.

If you are still not satisfied, please let us know and we will review our decision. We will write to you within 14 days to confirm our final decision on your complaint and explain our reasons. We will also give you the name and address of the Legal Complaints Service. If you are still not satisfied, you can contact them about your complaint. We very much hope that this will not be necessary.

Click here to complete a complaint form online.