Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. The firm places great emphasis on the importance of taking care of its clients and when something goes wrong, we would ask you to tell us about it as this will help us
improve our standards.

If you have a complaint, please write to Ash Peachey, who is the Partner who handles complaints at the Braintree office and Karen Goulding is the partner who handles complaints at the Sudbury Office.

What will happen next?

(1)We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

(2)We will then investigate your complaint. Ash Peachey or Karen Goulding will review your matter file and speak to the member of staff who acted for you.

(3)Ash Peachey or Karen Goulding will then invite you to a meeting to discuss and hopefully resolve your complaint. This will be done this within 14 days of sending you the acknowledgement letter.

(4)Within 3 days of the meeting, Ash Peachey or Karen Goulding will write to you to confirm what took place and any solutions he has agreed with you.

(5)If you do not want a meeting or it is not possible, Ash Peachey or Karen Goulding will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

(6)At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner or someone unconnected with the matter at
the firm to review the decision.

(7)We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

(8)If you are still not satisfied, you can contact:-

The Legal Ombudsman, P.O. Box 15870, Birmingham, B30 9EB

about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response of your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at or at enquiries@legalombudsman.org.uk

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