Complaints Policy

We want to give you the best possible service. However, if at any point you become unhappy or
concerned about the service we have provided, then you should inform us immediately so that we
can do our best to resolve the problem for you. In the first instance it may be helpful to contact the
individual who is working on your case to discuss any concerns and we will do our best to resolve
any issues at this stage. If you would like to make a formal complaint then you can access our full
Complaints Policy & Procedure below.

What happens if I don’t agree with your views on the complaint?

If we are unable to resolve the complaint with you then you can have the complaint independently
looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service
issues with lawyers.

Before accepting your complaint for investigation, the Legal Ombudsman will check that you have
tried to resolve your complaint with us first. If you have, then you may take your complaint to the
Legal Ombudsman:

  • Within six months of receiving a final response to your complaint and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause
  • for complaint.

If you would like more information about the Legal Ombudsman, their details can be found within our Complaints Policy & Procedure.


Our Complaints Policy and Procedure

You may have asked for our complaints procedure or you may be receiving this because you
have experienced a problem with our service. We will do our best to address any dissatisfaction
that you have experienced in using the services of this firm. Our primary objective is to put
things right.

Our Complaints Policy
We are committed to providing high quality legal services to all our clients. This includes a
commitment to putting things right when they go wrong. This policy explains how we will deal
with any complaint.

Our Complaints Procedure
Our complaints partner is Julianne Askins. You can contact her by post at this office, 35 High
Street, Normanby, TS6 0LE or by e-mail at . It is helpful if
you put your concerns in writing, but if you would prefer not to, or if you would find it difficult to
do so, she can be contacted by phone on 01642 440444.

If you have special needs which we should take into account due to language or disability, please
let us know.

What happens next?

  • We will acknowledge your complaint in writing and send you a copy of our Complaints Procedure within three working days.
  • We will invite you to meet with our Complaints Partner or to discuss matters by telephone.
  • We will then investigate the complaint.
  • We aim to complete our investigation within 28 working days of receiving the complaint and we will write to you with the outcome.
  • We will review and close the complaint within 8 weeks of receiving the complaint.

The object of the complaint’s procedure is to ensure that you:

  • Receive a prompt response;
  • Are satisfied that the complaint is being dealt with seriously;
  • Feel assured that the matter is being reviewed; and
  • Are notified as soon as possible of the outcome.

We will now begin our investigations and will return to you within the above timescales or
sooner if possible.

Legal Ombudsman
If you do not agree with the outcome of our complaints process you can then complain to the
Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six
months of our final response to your complaint.

The Legal Ombudsman can investigate complaints for up to six years from the date a problem
occurred or within three years from which you found out about the problem. For more
details see his website and the full details of how to contact his office are as follows:

Address: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
If you need information in another language, large print, Braille or on audio CD
please call 0121 245 3071 or email

Telephone: 0300 555 0333
Minicom: 0300 555 1777