Complaints Policy

We are committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation
to the bill, we need you to tell us.

How do I make a complaint?

You can contact us in writing (by letter, fax or email) or by speaking with our Complaints Manager,
whose contact details are:

Complaints Manager
The Clarke Partnership
20 Eaton Avenue
Buckshaw Village

Tel: 0161 474 6600 Fax: 0161 474 6650


To help us to understand your complaint, and in order that we do not miss anything, please tell us:

      ·     Your full name and contact details
      ·     what you think we have got wrong
·      what you hope to achieve as a result of your complaint, and
·      your file reference number (if you have it)

If you require any help in making your complaint we will try to help wherever possible.

How will you deal with my complaint?

We will record your complaint centrally, and we will write to you within 2 working days acknowledging your complaint, enclosing a copy of this policy and advising you the name and contact details of the complaint handler assigned to you.

We will investigate your concerns as soon as you lodge a formal complaint, this will usually involve:

       ·     reviewing your complaint
       ·     reviewing your file(s) and other relevant documents, and
       ·     speaking with the person who dealt with your matter

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
We will update you on the progress of your complaint at appropriate times.
We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

We will write to you at the end of our investigation with a final written response to explain what we have done and what we propose to do
to resolve your complaint. Where possible, we will do this within
8 weeks of receiving your complaint.

What if I am not satisfied with the outcome?

Please let us know if you are unhappy with the outcome of our complaints investigation and we will review the matter.

Legal Ombudsman

If after the final review you are still unhappy with the outcome you have the right to approach the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:

·    by post at PO Box 6806, Wolverhampton, WV1 9WJ

·    by telephone: 0300 555 0333, or

·    by email:

You must refer your complaint to the Legal Ombudsman within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the website:

Alternative complaints bodies (such as Small Claims Mediation)
exist which are competent to deal with complaints about legal
services should both you and our firm wish to use such a scheme.
We have, however, chosen not to adopt an ADR process.
If therefore, you wish to complain further, you should contact the
Legal Ombudsman.

What will it cost?

We will not charge you for handling your complaint.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

The Legal Ombudsman service is free of charge.