Complaints Policy

Our complaints policy

We are committed to providing a high quality legal service to all our clients. If something goes wrong we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a concern or complaint, please contact Litini Newcombe, the managing partner, as soon as you are aware of the problem so this can be addressed. You can contact her at Westmorland House, Market Square, Kirkby Stephen, Cumbria CA17 4QT. 

What will happen next?

1.         We will send you a letter acknowledging your complaint within a week and asking you to confirm or explain any details. If it seems appropriate, we will suggest a meeting at this stage.

2.         We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file and speaking to staff who acted for you.

3.         If appropriate, we will then invite you to meet Litini Newcombe to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 14 days after first receiving your complaint. If a meeting is inappropriate, Litini Newcombe will write fully to you setting out her views on the situation and any redress that we feel to be appropriate.

4.         Within two days of any meeting we will also write to you to confirm what took place and any suggestions for resolving the matter.

5.         At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This will happen in one of the following ways:

•           We will arrange for someone in the firm who has not been involved in your complaint to review it

•           We will ask another local firm of solicitors Hewitson and Harker to review your complaint. We will let you know how long this process will take

6.         We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.

7.         If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within twelve months of your receiving a final written response from us. If you choose to use alternative dispute resolution through the Legal Ombudsman, we are obliged to submit to that procedure. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.

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