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Client 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. This will help us to improve our standards.

If you are unhappy about any aspect of the service you have received or about your bill, then in the first instance you need to take the matter up with the Solicitor with conduct of the case, either by telephone or by post to our Manchester office. You will receive a response within 8 weeks or sooner if possible.

If following the response to your letter or phone call you are still dissatisfied, Mr Hammond, a senior partner of this firm who is not directly dealing with the case, may be contacted directly by you by post or telephone. A response should be made within two weeks.

If following the response to this letter or phone call you are still not satisfied with our handling of the complaint you can contact the Legal Ombudsman to consider the complaint. You must take your complaint to the Legal Ombudsman:

· Within six months of receiving a final response to your complaint and

· No more than one year from the date of act/omission; or

· No more than one year from when you should reasonably have known there was cause for complaint.

The Legal Ombudsman’s contact details are: –

Telephone: 0300 555 0333

Minicom: 0300 555 1777 Website: www.legalombudsman.org.uk

Post: Legal Ombudsman,

PO Box 6167, Slough, SL1 0EH E-mail –[email protected]

Alternative complaint bodies such as Pro Mediate UK Limited (www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our Firm wish to use such a scheme. We agree to use such a scheme.

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

The Solicitors Regulation Authority can help you 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. You can raise your concerns with the Solicitors Regulation Authority.