Complaints Policy

Our process for dealing with complaints follows our regulator the ICAEW’s guidelines:

  • Complaints will be acknowledged within 5 business days
  • An investigation will be initiated immediately
  • We will report the compliant to the ICAEW within 20 days of receiving the complaint
  • Following investigation if it is felt that the firm is culpable it will be resolved in an appropriate manner, whether that be remedial work, an apology or otherwise.
  • The final response should be provided within 8 weeks. If the client is not satisfied with our response, they have the right to contact the Legal Ombudsman. If this were to be the case, we will co-operate with them to the fullest extent possible and abide by their findings and remedies.
  • There are timescales for referring your complaint to the Legal Ombudsman these are:
    • Within six months of receiving a final response to the complaint
    • No more than one year from the date of the act or omission that gave rise to the complaint; or
    • No more than one year from when you should reasonably have known there was cause for complaint.

The Legal Ombudsman can be contacted as follows:

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