Complaints Handling Procedure

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. If something goes wrong, you need you to tell us about it. This will help us to improve our standards.

This complaints handling procedure is available to clients on request. A record will be kept in our Guildford office of any complaints received from clients.

Our complaints procedure

If you have a complaint, please contact us with the details.

What will happen next?

We will send you a letter acknowledging receipt of your complaint within two days of us receiving the complaint, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally involve passing your complaint to Rachel O’Connell, who will review your matter file and speak to the member of staff who acted for you.
Rachel O’Connell will write to you with her preliminary findings and if appropriate may invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 21 days of sending you the acknowledgement letter. At this meeting she will identify the cause of the problem and hopefully offer an appropriate solution or correct any unsatisfactory procedures.

Within seven days of any meeting, Rachel O’Connell will write to you to confirm what took place with her final conclusions and any solutions she has agreed with you.

If your complaint is about Rachel O’Connell, Helen Phillips will investigate it.