General Info

Hours of business:

Our offices are open from 9.00 am to 5.00 pm Monday to Friday. Out-of-hours appointments can easily be arranged if these times are difficult. We are happy to arrange home visits if you are not able to travel to us.

Access:

We are based in Rodney Road in central Cheltenham. There are steps leading into our office and stairs. If access is likely to be a problem, please let us know and we can make appropriate arrangements.

Parking:

Metered parking is available on Rodney Road and in nearby car parks.

Terms & conditions:

We provide you with written details of our terms of business at the outset.

Charges:

We provide you with full information about the structure of our charges at the outset. We are happy to discuss these and give accurate estimates where possible.

Progress report:

It is our practice to maintain regular contact with you and keep you informed of progress of your matter.

Storage of documents:

We can provide secure storage facilities for deeds, wills and other securities.

Complaints Procedure:

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately, so that we can do our best to resolve the problem.

In the ﬁrst instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.
If you would like to make a formal complaint about any aspect of the service that you receive from the fee earner dealing with your matter, any such complaint should initially be addressed to Frank Smith our Compliance Officer for Legal Practice (COLP). Making a complaint will not affect how we handle your case.
The COLP will acknowledge your complaint within 5 working days. He may ask you to provide any supporting documents.
The COLP will investigate the complaint and respond with his decision within 21 working days.
The COLP may request a telephone call or face to face meeting to discuss the outcome of his investigation.

If you feel your complaint has not been dealt with and you are not satisfied with the outcome, please contact the Legal Ombudsman. The Legal Ombudsman will check with us first that you have tried to resolve your complaint with us. If you have, the time limits for taking your complaint to the Legal Ombudsman are:

within 6 months of the COLP’S final decision. The Legal Ombudsman cannot be contacted prior to an internal investigation;
within one year from the date of the act or omission being complained about; or
within one year from the date when you should have realised that there was cause for complaint.

If you would like more information about the Legal Ombudsman, you can visit them at www.legalombudsman.org.uk

The contact details are:
Tel: 0300 555 0333 between 9.00am and 5.00pm.
Email: enquiries@legalombudsman.org.uk

The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Details of the principles and how to contact the SRA can be found at www.sra.org.uk.

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