If you have a complaint about our service, the level of our fees, or the way in which we have handled your work, you should in the first instance address your concerns to the fee earner having the conduct of your case. If issues are not resolved you should write to the Complaints Handling Partner who is Daniel C. Laderman at 4 The Shrubberies, George Lane, South Woodford, London E18 1BD with details of your complaint

We will send you a letter acknowledging your complaint within 10 working days of our receiving your letter. We will also let you know the name of the person who will be dealing with your complaint. We will record your complaint in our central register when we acknowledge it. The person investigating your complaint will normally ask the member of staff who acted for you to respond to him about your complaint within a further 5 working days. He will then examine their response and the information in your file. If necessary he may also speak to that member of staff. We will either write to you with a formal response to your complaint or invite you to a meeting to discuss it. We will do this within 5 working days of completing our investigation. 

We will then write to you to confirm what took place and any solutions that have been agreed. If you are still not satisfied you can write to us again. We will then arrange to review our decision. Another of our Partners will review the matter within 10 working days. We will let you know in writing the result of this review within 5 working days of its conclusion. If you are still not satisfied you can contact the Legal Ombudsman about your complaint. The Legal Ombudsman helpline number is 0300-555-0333, and the address is PO Box 6806, Wolverhampton, WDI 9WJ. Their email address is enquiries@legalombudsman.org.uk. 

The Solicitors Regulation Authority can help 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. Visit their website https://www.sra.org.uk/consumers/problems/report-solicitor/ to see how you can raise your concerns with the Solicitors Regulation Authority.

A six-month time limit from the date of our final response normally applies to complaints to the Legal Ombudsman. You can ask the Legal Ombudsman to look at your complaint within either six years of the problem happening or three years from when you found out about it if it took place more than six years ago. Further information can be found on its website at www.legalombudsman.org.uk. If we have to change any of the timescales above, we will let you know and explain why.