We are committed to providing a high quality legal service to all our clients. If you are unhappy about any aspect of the service you have received or about the bill, we need you to tell us about it. This will help us improve our standards.

If you have a complaint, please contact Saira Islam, our Client Care Principle. You can write to her at:

150 Willow Street Bury BL9 7PS

We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman.

What will happen next?

We will send you a acknowledging your complaint and possibly asking you to confirm or explain the details. You can expect to receive our letter within working 5 days of us receiving your complaint.

We will record your complaint in our central register and open a file for your complaint.

If we have asked for further details, we will acknowledge your reply and confirm what will happen next. You can expect to hear from us within  5 working days of your reply.

We will then start to investigate your complaint. This will involve the following steps:-

We will review your file in the light of your complaint.

We will discuss your complaint with the member of staff who acted for you.

We will decide how best to reply to your complaint.

This may be by inviting you to meet out Client Care Principle  to discuss and hopefully resolve your complaint.

Or it may be more convenient for your complaint to be discussed over the telephone.

We may consider that we should put our response to you in writing.

We may ask you for more information.

We expect to be able to respond to your complaint within 10 working days of starting our investigation.

Within  5 working days of speaking to you, whether in person or on the telephone, we will write to you to confirm what took place and any solutions we have agreed with you.

At this stage if you are still not satisfied, you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways.

Our Client Care Principle will review our reply within 5 working days.

We will arrange for someone in the Company who has not been involved in your complaint to review it. They will do this  within 10 working days.

We will ask our local Law Society or another local firm of solicitors to review your complaint within 5 working days. 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.

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. If you are not satisfied with this response, you may contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ, Telephone Number –  0300 555 0333 or by email at Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within a year of the act or omission about which you are complaining occurring (or you becoming aware of it).

If we have to change any of the timescales above, we will let you know and explain why.

It is our aim to resolve your complaint as quickly as possible, for the benefit of both our clients and the Company.

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