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 and you are right to do so. This will help us to improve our standards.

Our complaints procedure

In the first instance you should contact the Head of the Department having conduct of your matter. He or she will pass the complaint to our client care Partner, Stephen Parry. You may also write to him direct at 12/14 Oxford Street, Whitstable, Kent CT5 1DE. He will respond to the complaint by acknowledging your letter and providing you with a timetable for the investigation and reporting to you the outcome of that investigation.

What will happen next?

  1. We will record your complaint in our central register, write to acknowledge your complaint, and let you know the name of the person who will be dealing with your complaint, usually the client care partner. You can expect to receive our letter within three working days of us receiving your complaint.
  1. We will then start to investigate your complaint. This may involve one or more of the following steps:
    1. asking you to confirm or explain the details set out asking the member of staff who acted for you to reply to your complaint
    2. examining the reply and the information in your file. We may then ask for more information

We will endeavour to complete the investigation within ten working days

  1. We will write to advise the outcome of our investigation (this will include our suggestions for resolving the matter) and may invite you to meet the investigating partner to discuss and, it is hoped resolve your complaint. You may in any event request such a meeting.
  1. Within two days of the meeting we will write to you to confirm what took place and any suggestions we have agreed with you.
  1. At this stage, if you are still not satisfied you can write to us again. We will then arrange for someone who has not been involved in your complaint to review it. He or she will endeavour to do this within ten working days.
  1. We will let you know the result of the review within 5 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. You have the right to raise the complaint with the Legal Ombudsman if you remain unsatisfied. You may contact the Ombudsman at legalombudsman.org.uk or 0300 555 0333. The address is Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ. You should contact the Ombudsman within 12 months of the last contact you have with this firm and no later than a year from when you realized you had a concern.

If we have to change any of the timescales above, we will let you know and explain why. In any event we should complete the investigation and respond to you within 8 weeks of receipt of the complaint.

You may alternatively contact the Solicitors Regulation Authority (SRA) if you have concerns as to whether we have breached any of their professional rules for solicitors or 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.

Details will be found at www.sra.org.uk/solicitors/standards-regulations/principles and the SRA can be contacted at The Cube, 199 Wharfside Street, Birmingham B1 1RN, or by email to  contactcentre@sra.org.uk.

If you have a complaint about a bill 

You may have a right to object to a bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974.