Complaint Handling Procedure

We are committed to providing a high-quality service to all our clients. But if something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Where possible, we try to resolve concerns informally. We suggest that any issues be raised with the solicitor responsible for your matter, who will do their best to put things right. When contacting us with any concerns, it helps if you set it out in writing, but this is not mandatory, and you may prefer to discuss it over the telephone. Please note, however, that we will not deal with complaints through social media or review sites – this is for your protection to ensure client confidentiality.

However, if you are still unhappy after speaking to the solicitor or are uncomfortable discussing any issues with your solicitor and/or with the Head of the Department, you may raise a formal complaint under our complaints-handling procedure. In order to do this, please contact Nicholas Ryles, Complaints Officer, by writing to him at Lichfield Reynolds LLP, 7–9 Commerce Street, Longton, Stoke-on-Trent, Staffordshire, ST3 1TU or sending an email to Nicholas Ryles.

Our complaints-handling procedure can be viewed here.