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Complaints Procedures

We value your business and do not wish you to have any reason to be unhappy with us. We are grateful to you for drawing your concerns to our attention. This helps us improve ourstandards.

What happens now?

1. In the first instance, please contact our Client Service Department. They can be contactedin the following ways:-

By e-mail -

By telephone - 01273 407411

By post - Client Service Department, 3 Bell Lane, Lewes, East

Sussex, BN7 1JU

2. We will acknowledge your complaint in writing with in seven days.

3. The Client Service Team will take details of your complaint, or review the details you have provided and discuss them with you, the Legal Adviser dealing with the matter, and if appropriate their Head of Department.

4. They will then provide you with an initial response to your complaint, with a suggested way forward. If you accept that this resolves your complaint, this will be the end of the process, which we call a Stage One resolution. We would hope that most complaints are resolved at this stage.

5. If you remain unhappy with the initial response, your complaint will be passed to a nominated Complaints Partner. They will review the information and, on most occasions, the case file. They will then provide you with a substantive response to the complaint. If you accept that the response resolves your complaint that would be the end of the process, which we call a Stage Two resolution.

6. If you remain unhappy at that point, we would offer you the opportunity to resolve the complaint using Alternative Dispute Resolution (ADR) via Pro Mediate UK Limited The Legal Complaints Service, Brow Farm, Top Road, Frodsham WA6 6SP (

They are competent to deal with complaints about legal services, should you and we agree to use them. If you (and we) accept their proposed resolution, that would be the end of the process, which we call a Stage Three resolution. You do not have to agree to this ADR, and can go straight to the Legal Ombudsman after you have received our substantive response at the conclusion of Stage Two.