Our Commitment

At Stanton & Partners Limited, we are committed to providing a high-quality legal service to all our clients. If something goes wrong, we need you to tell us about it. This will help us to improve our standards.

We aim to handle all complaints fairly, promptly, and free of charge.

How to Make a Complaint

If you are dissatisfied with any aspect of the service you have received or the way you have been treated, you can raise your complaint with:

Name:  Geoffrey Hindson
Position: Compliance Officer for Legal Practice (COLP)
Email: complaints@stantonpartners.co.uk
Telephone: 0191 427 0770
Address: Stanton & Partners Limited, Georgian House, 15 Beach Road, South Shields, NE33 2QA

We would prefer to receive your complaint in writing, but if that is difficult for you, please let us know and we will make reasonable adjustments.

What Will Happen Next?

Acknowledgement
We will acknowledge receipt of your complaint within 5 working days and provide you with
a copy of this procedure.

Investigation
We will investigate your complaint. This will normally involve reviewing your matter file and speaking with the member(s) of staff who acted for you.

Response
We aim to respond fully within 28 days of acknowledging your complaint. If the complaint is complex or requires more time, we will explain why and give you an updated timescale.

Final Response
Once our investigation is complete, we will provide you with a written explanation of our
findings, any remedial actions we propose, and our final position on your complaint.

If you Remain Dissatisfied

If we do not resolve your complaint within 8 weeks, or if you are not satisfied with our final response, you may refer the matter to the Legal Ombudsman.

The Legal Ombudsman can investigate complaints about legal service issues and must receive your complaint:

• Within 6 months of our final response, and
• Within 1 year of the problem occurring or of you becoming aware of it.

Legal Ombudsman Contact Details:
Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Alternative Dispute Resolution

We are not obliged to, and do not, agree to use an alternative dispute resolution (ADR) body to resolve complaints about our services, other than the Legal Ombudsman.

Complaints About Misconduct

If you believe our behaviour may be in breach of SRA principles – such as dishonesty, discrimination, or misuse of client money – you may raise your concerns directly with the Solicitors Regulation Authority (SRA) at:

Website: www.sra.org.uk/consumers/problems/report-solicitor/

Record Keeping

We record all complaints received and regularly review them to help improve our services.