Our complaints procedure
If you have a complaint please contact our client-care partner. You can contact them at Anthony Gold, The Counting House, 53 Tooley Street, London, SE1 2QN or by email Complaints.
They will pass your complaint to the partner in charge of the department involved in your complaint.
What will happen next?
1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within three working days of us receiving your complaint.
2. We will record your complaint in our central register and open a file for your complaint. We will do this within a day of receiving your complaint.
3. We will then start to investigate your complaint. This may involve one or more of the following steps.
- We may ask the member of staff who acted for you to reply to your complaint within 14 days of receiving your complaint.
- The Partner in charge of the department will reply to your complaint within 14 days of receiving your complaint.
- We will invite you to discuss and hopefully resolve your complaint. If you want to arrange a meeting we will do this.
- If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. This will normally happen within 14 days of receiving your complaint.
4. At this stage, if you are still not satisfied you can contact us again. We will then arrange to review our decision. This will happen in one of the following ways:
- The Partner in charge of the department will review his/her own decision within seven days.
- We will arrange for someone in the firm who has not been involved in your complaint to review it. They will do this within 14 days.
- Our client-care partner, will review your complaint within 14 days.
- We will ask our local Law Society or another local firm of solicitors to review your complaint. We will let you know how long this process will take.
- We will invite you to agree to independent mediation. We will let you know how long this process will take.
5. We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
6. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final response from us about our compliant and within six years of the event you are complaining about happening (or three years of you first becoming aware of it).
The Legal Ombudsman’s contact details are as follows:
If we have to change any of the timescales above we will let you know and explain why.