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.

If you have a complaint please contact us with the details. Our Client Care Partner is Colin Richman who may be contacted by post to our office, by telephone (020 7242 3191) or by email (c.richman@teacherstern.com).

What Will Happen Next?

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

We will then investigate your complaint. This will normally be carried out by our Client Care Partner, Colin Richman, who will review your matter file and speak to the member of staff who acted for you.

Mr Richman will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgment letter.

With three days of the meeting, Mr Richman will write to you to confirm what took place and any solutions he has agreed with you.

If you do not want a meeting or it is not possible, Mr Richman will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgment letter.

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

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.

If you are still not satisfied, you can contact:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint. For further information you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.