Complaints policy

We are committed to providing high quality legal advice and client care.

However, if at any point you become unhappy or concerned about the service provided, please inform us immediately so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is handling your matter. If you still have queries or concerns, please contact ​ who is the Client Care Partner to whom any final issues can be reported.

Formal complaint procedure

The following outlines our recommended procedure for making a formal complaint. Please note that making a complaint will not affect how we handle your case.

  1. A formal complaint should be addressed to our Managing Partner, Adam Kerr, ​ who can be contacted in writing at The Whitehouse Wilderspool Business Park, Greenalls Avenue , Warrington, WA4 6HL or by ​email. Please set out the details of the complaint.
  2. We will acknowledge your complaint within seven working days of receipt.
  3. Our Managing Partner will show your complaint to the person responsible for your matter and ask them to conduct a complete review of the file and to respond in writing. They will also talk to any members of staff involved in your matter.
  4. You will receive a written response to your complaint within 14 days from the date the complaint is first received. This response will set out the result of our investigation, any proposed resolution and, if relevant, any procedural changes we will make to ensure the situation does not arise again.
  5. In the event that you are not satisfied with the outcome of the complaint we will refer you to the appropriate authority should you wish to take the matter further.

Taking the complaint further

We are regulated by the Solicitors Regulation Authority and complaints and redress mechanisms are provided through them and the Legal Ombudsman.

If you are an individual or a small business and we are unable to resolve any such concerns to your satisfaction you are entitled to make a complaint to the Legal Ombudsman - www.legalombudsman.org.uk - P.O. Box 6806 Wolverhampton WV1 9WJ.

The Legal Ombudsman investigates complaints about service issues with lawyers, made by individuals or small businesses who received the service. 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.

If you are concerned about your solicitor’s behavior you are entitled to make a complaint to the Solicitors Regulation Authority who investigates complaints about misconduct made by any individual or business. - www.sra.org.uk/complain - P.O. Centre for Effective Dispute Resolution (CEDR) 100 St. Paul’s Churchyard London EC4M 8BU. Anybody can complain to the SRA regarding a solicitor’s conduct.

Complaints about a client’s rights under the General Data Protection Regulation must be submitted to the Information Commissioner’s Office – www.ico.org.uk .

Any disputes or legal issue arising from our Client Care and Terms of Business will be determined by the law of England & Wales and considered exclusively by the English & Welsh courts.