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Parchment Law Group LLP - Complaints Handling Policy


Our complaints policy

We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. You must let us know, in writing, within six months of the matter or event about which you are complaining.


What will happen next?


  1. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it.

  2. We will then investigate your complaint. This will involve passing your complaint to our Client Care Partner, Michael Shiman, who will review your matter file and speak to the person who acted for you.

  3. Michael will then invite you to a meeting – either face to face or by computer link - to discuss and hopefully resolve your complaint. He will normally do this within 14 working days of sending you the acknowledgement letter, but if more time is needed he will inform you of this and indicate the revised response date. Where the matter is complex, he has up to eight weeks to send you his detailed reply, as shown in our Terms & Conditions (11.2).

  4. Within three working days of the meeting, he will write to you to confirm what took place and any solutions he has agreed with you.

  5. If you do not want a meeting or it is not possible, Michael will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 14 working days of you advising this.

  6. At this stage, should you still not be satisfied, you should contact us again and we will arrange for the decision to be reviewed.

  7. Michael will, within 14 working days of receiving your request for a review, confirming the final position on your complaint and explaining our reasons.

  8. If you are still not content with the way in which your complaint has been handled, or the outcome. you can then contact the Legal Ombudsman as follows:

Legal Ombudsman,
PO Box 6806

about your complaint. 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 or within a year of the act or omission about which you are complaining. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at