Complaints
We are committed to providing a courteous, timely, high quality legal service at a reasonable cost to
our clients. If something goes wrong however we need you to tell us about it so we can improve our
service. If we make a mistake, we want to recognise this and make amends
Our complaints procedure
Consistent with the importance that we attach to any complaint from a client, all complaints are the
responsibility of our partner, Vallee.
If you have a complaint therefore, please contact:
Vallee
288 HIgh Street
Sutton, Surrey
SM1 1PQ
What will happen next?
We will write to you within 14 days of receipt, acknowledging your complaint and if necessary to
fully understand your complaint, asking you to confirm or explain the details set out. We will record
your complaint in a central register and open a file for it.
Vallee will thoroughly investigate your complaint. This will involve us asking the member(s) of
staff or partner(s) who acted for you to report, and thoroughly reviewing the file. He will write to
you with a detailed response to your complaint, including any suggestions for resolving the matter,
within 28 days if possible, but in any event as soon as possible.
If appropriate, in our full response, we may invite you to meet Vallee at our office to discuss and
hopefully resolve your complaint, and then write to you to confirm what took place and any
solutions agreed with you.
If you are not satisfied with the reply to your complaint you may contact us again, setting out the
matters in issue, and we will arrange for a different partner to review the decision. The review will
take place within 14 days of you asking us for it.
In the interests of objectivity, should a complaint be made against Vallee, another partner would be
asked to deal with it instead of her, but otherwise applying this policy.
If following any review you remain dissatisfied you may appeal against its findings to:
The Legal Ombudsman
PO Box 15870
Birmingham
B30 9EB.
Telephone +44 300 555 0333