Catherine Higgins Law – Complaints handling procedure

 Our complaints policy

We are committed to providing a high-quality legal 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.

 Our complaints procedure

If you have a complaint, please contact us with the details.

 What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three working days of us receiving the complaint, enclosing a copy of this procedure.

 2. We will then investigate your complaint. This will normally involve passing your complaint to the head of the relevant department, who will review your matter file and speak to the member of staff who acted for you.

 3. They will then invite you to a meeting to discuss and hopefully resolve your complaint. They will do this within 14 days of sending you the acknowledgement letter.

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

 5. If you do not want a meeting or it is not possible, you will be sent a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

 6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a Director to review the decision.

 7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

 8. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman can be contacted by PO BOX 6806, Wolverhampton WV1 9WJ, by phone on 0300 555 0333 – minicom: 0300 555 1777 or by email to (the website is at You should complain to the Legal Ombudsman within six months of the end of our complaints process, however you may lodge a complaint for up to six years.

 If we have to change any of the timescales above, we will let you know and explain why.