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 have a complaint, please contact the Business Administrator in writing with the details and deliver by hand or by post.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to Mr David Littlewood, who will review your matter file and speak to the member of staff who acted for you.
3. Mr Littlewoodwill then write to you with her initial findings and, where appropriate, invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within fourteen days of sending you the acknowledgement letter.
4. Within three days of the meeting, Mr Littlewood will write to you to confirm what took place, any solutions agreed with you and/or the decision of Mr Littlewood as to your complaint.
5. If a meeting is not possible or appropriate, Mr Littlewood will consider any further comments you may have following her initial findings at stage 3 above, and then send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within twenty-one 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 Mrs Masters to review the decision.
7. We will write to you within fourteen days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occuring (or if outside of this period, within three years of when you should reasonably have been aware of it).

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

Pinniger Finch and Co Limited

1 March 2024