What you think about the firm is very important to us. We want our clients to be more than just satisfied with our work, and we set ourselves high standards to achieve this. Accordingly, we welcome any comments that will help us improve our service.
All the work that we do is conducted by a partner, under the direct supervision of a partner, or by a suitably qualified and experienced senior member of staff. Accordingly, in the event of any dissatisfaction with the service provided, a client should raise the matter as soon as possible with the person responsible. This can be done in writing, by fax, email or letter. The sooner the matter is raised the better, from the point of view of both parties.
Should the person responsible for the case or transaction be unable to resolve the issue, it will be referred to the firm's Complaints Manager, Hartley Lumsden.
If a client still feels that the firm has not properly addressed the complaint, the client may refer the matter to the Scottish Legal Complaints Commission (SLCC) whose address and details are below. The SLCC is an independent body set up as a gateway and point of contact for all complaints against legal practitioners in Scotland. They will investigate matters on an impartial basis.
Scottish Legal Complaints Commission,
The Stamp Office,
10 - 14 Waterloo Place,
You can get more information about the SLCC at http://www.scottishlegalcomplaints.com
We recognise that Alternative Dispute Resolution Regulations have implemented ADR/EDR Directive 2013/11/EU to promote alternative dispute resolution as a means of redress for consumers in relation to unsatisfactory services. We have however chosen not to adopt an ADR process and if you have any concerns about the services you receive from this firm you should contact the firm's Client Relations Manager.