This is our written procedure for making sure that we deal with any complaints quickly and efficiently. It tells you how and to whom to complain.

If for any reason we are unable to resolve your complaint between us, you may have the right to refer it to an outside body, the independent Legal Ombudsman (this will be subject to the Legal Ombudsman’s own Scheme Rules). Please note that the Legal Ombudsman may refuse to deal with a complaint unless we have first been given an opportunity to provide a final response to it. Please also note that there are time limits for making complaints to the Ombudsman which are explained below.

Our objective is to serve our clients to the highest standards, providing sound advice with excellent service quality. We hope that we will succeed in this in the matters  you entrust to us but, if you believe that we have failed to do so, you are entitled to complain. Please do let us know as soon as possible so that we can resolve any problems as early as possible.

The following sets out the procedure to be followed in making a complaint. We will deal with complaints promptly, fairly and effectively.

1. In the first instance, you may wish to raise a minor lapse in service quality or a minor failure to follow your instructions with the lawyer with whom you are dealing. If you are not satisfied with the lawyer’s response or wish to raise your concern at a higher level, you may contact the partner who is responsible for your relationship with the Firm or with the head of the relevant team (details will be provided on request).

2. If for any reason you wish to make a formal complaint (for example because you have a concern regarding inadequate or incorrect advice, serious failure to follow your instructions or serious or repeated lapse in service quality - whether or not you have first made contact under paragraph 1 above - please email or otherwise write to our Complaints Partner, setting out the identity of the matter, the nature, relevant facts and circumstances of your complaint, the redress you are seeking, along with the name of the lawyer with whom you dealt or are dealing.

   
   

   Our Complaints Partner is Will Slater. He can be contacted using the details below.

   
   Will Slater
   National Complaints Officer

   Yarnwicke

   119-121 Cannon Street

   London EC4N 5AT
   will.slater@laytons.com

3. Please note that we may choose not to consider a complaint under this procedure if you make it after the later of the following two dates:

   • one year from the date of the act or omission being complained about; or

   • one year from the date when you should have reasonably known that there was cause for complaint.

4. Any formal complaint to our Complaints Officer will be acknowledged promptly and within two working days. The acknowledgment will state how the complaint will be handled and the timescale within which you will be given an initial and/or a substantive response.

5. Following the initial acknowledgement of your formal complaint, we will conduct an internal investigation and respond to you fully in accordance with the timescale and procedures set out in our acknowledgement.

6. We will not make any charge for dealing with a complaint.

7. Within eight weeks of receipt of your formal complaint, we will write to you confirming our final position on your complaint and explaining our reasons.

8. If you are not satisfied with our final response, you can contact the independent Legal Ombudsman about your complaint.

9. Please note that any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response to you. In addition, the Legal Ombudsman will usually require that you contact them:

   • no more than one year from the date or omission you are complaining about; or

   • no more than one year from the date when you should reasonably have known that there was cause for complaint.

10. For further information, you can contact the Legal Ombudsman as follows:

    • through the website at www.legalombudsman.org.uk

    • by telephone on 0300 555 0333;

    • by email to enquiries@legalombudsman.org.uk

    • by post at Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

11. The Solicitors Regulation Authority may also be able to help you if you are concerned about any misconduct on our part. 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.

12. You can visit the SRA’s website to see how you can raise any such concerns using the following link: Solicitors Regulation Authority.