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 resolve the problem and to improve our standards.

Our complaints procedure

Firstly if you are unhappy with any aspect of our service you have received, please contact the person carrying out your work and hopefully they can resolve it.

If that does not resolve the problem to your satisfaction then please contact either their supervisor which is either Paul Finn or Simon Finn with details of your complaint.

What will happen next?

1) Within 15 working days of receipt, we shall acknowledge your complaint and, if necessary, ask you to clarify or explain the details set out. We shall inform you who will deal with the complaint and enter it in our central register.

2) The Complaint Handler will examine your complaint and the information in your file. If necessary, he may also speak to the member of staff who acted for you.

3) The Complaint Handler will either send a detailed reply to your complaint within 15 working days of acknowledging receipt of the complaint, if appropriate, proposals to resolve your complaint or invite you to meet him to discuss and, we hope, resolve your complaint.

4) If a meeting takes place then the Complaint Handler will write to you to confirm what took place and any solutions he has agreed with you within 8 working days of the date of the meeting.

What to do if we cannot resolve your complaint

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

- Within six months of receiving our final response to your complaint

and

- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.

For more information Contact the Legal Ombudsman

 What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority .