Complaints Policy

The Firm’s Policy:

We are committed to providing a high quality service to all our clients. When something goes wrong, we need to know in order to resolve your complaint as soon as possible and also to improve our methods of working.

Click here to download our complaints leaflet for clients.

Dealing with complaints:

If you have a complaint please contact, in writing, Fiona Govier (Quality and Risk Solicitor), who has the responsibility for investigating and dealing with complaints. You can contact her in the following ways:

Post: 2 Queen Square, Bath BA1 2HQ

Telephone: 01225 340056

Fax 01225 319735


What will happen next:

1. We will send you a letter acknowledging your complaint within three working days. We may at that stage ask you to confirm or explain any details.

2. We will record your complaint on our central register and open a file for your complaint. We will at that stage also investigate the complaint by examining the matter file.

3. Fiona Govier, Quality and Risk Solicitor, will review, where appropriate, the matter file and decide whether she will deal with any service issues or whether the matter will be referred to a partner or other senior member of the firm. Alternatively, the matter will be referred for review to Bill Brydon, the firm’s claims consultant.

4. We will aim to be in a position to write to you in detail with our findings within twenty one days of our acknowledgment of your complaint. However, where that is not possible because, for example, further enquiries need to be made we will write to you to explain the stage the investigation has reached and how soon we expect to be able to provide a full reply. Under the procedures set out by the Legal Ombudsman, there is an over riding time of eight weeks for the full conclusion of any complaint.

Conclusion of complaint process

At the conclusion of the complaint and if you are not satisfied with our handling of the complaint in some instances clients also have a right to ask the Legal Ombudsman (PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333, email, website to consider the complaint. However, not all clients will be entitled to have their complaint considered by the Ombudsman, as the service is only generally available to members of the public, very small businesses, charities, clubs and trusts.

Your complaint should be referred to the Legal Ombudsman no later than six years from when the problem occurred or, alternatively, three years from when you should reasonably have become aware of the problem. In addition, please note that the Legal Ombudsman will not accept complaints where the act or date of awareness in question is on or before 6 October 2010.

Your complaint should be referred to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.

You may also have the right to apply to the court for an assessment of a bill under Part III of the Solicitors Act 1974. Please note that if all or part of a bill remains unpaid we may be entitled to charge interest. The Legal Ombudsman may not deal with a complaint about a bill if the client has applied to the court for assessment of that bill.

We are regulated by the SRA and should you have any complaint about our conduct or about a breach of the regulatory rules you may direct it to the SRA at

If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may be able to submit your complaint to a certified alternative dispute resolution (ADR) provider in the UK via the EU ‘ODR platform’.

The ODR platform, which is available for cross-border and domestic disputes, is an interactive website offering a single point of entry to consumers and traders seeking to resolve disputes relating to online contracts for goods or services.

The website address for the ODR platform is:

We will do all we can if any complaint is made known to us; client relationships are valued
very highly.