Complaints

Baron Grey Solicitors is committed to providing a high quality legal service to all its clients.

When something does unfortunately go wrong, we need you to tell us about it. This will enable us to deal with your problem and to take steps to ensure that it does not happen again.

Our Complaints Procedure:

If you have a complaint, please contact, in the first instance, the person in Baron Grey with whom you have been dealing.

You can do this:
By post to- 441 Richmond Road, Twickenham TW1 2EF
By telephone on- 020 8891 4311
By email to- info@barongrey.co.uk

What Will Happen Next?

1. We will acknowledge your complaint within seven days of receipt enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve your file being reviewed by a different member of staff than the person who acted for you.

3. You will then receive a detailed written reply to your complaint, including any suggestions for resolving the matter where appropriate. We will normally do this within 21 days of the date of the acknowledgment letter. Occasionally if the matter is complicated, or the investigation takes longer than expected, we will let you know if we need further time.

4. If you are still not satisfied having read our response, we will suggest a ‘round-table’ meeting at our offices to discuss the matter in an attempt to resolve it. This should take place within 14 days of you contacting us. You are under no obligation to attend a meeting but we believe that it many cases it can achieve a resolution.

5. If you remain unsatisfied then you should contact us again and we will arrange for another member of staff to review your complaint.

6. We will write to you again within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If for any reason we have to change any of the timescales above, we will contact you and explain why.

Legal Ombudsman

If at the conclusion of this procedure you are still not satisfied then you can contact the Legal Ombudsman and request him to investigate the matter further. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on your complaint.

The Legal Ombudsman’s contact details are:
The Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Telephone: 0300 555 0333
E-mail: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

GDPR

Complaints about a client’s rights under the General Data Protection Regulation must be submitted to the Information Commissioner’s Office;

Website: ico.org.uk

Get in touch

If you would like us to call you, please click through to complete our contact form and one of our solicitors will be delighted to call you back.

Contact Us

Feel free to get in touch with us via phone or email, or complete the form and one of our solicitors will be delighted to call you back.

James Atkins

Associate Solicitor

James is a private client solicitor specialising in wills, trusts, powers of attorney and estate administration. He graduated from the University of Glasgow with a degree in English Literature in 2013 and went on to complete his law conversion course at BPP University. 

James trained at Baron Grey and after a sabbatical in Russia has recently re-joined the firm. James has a very friendly and approachable manner and is an asset to Baron Grey.

Lara Symons

Solicitor

Lara Symons qualified as a solicitor in 1997 and has specialised in all aspects of Immigration Law since then. Lara was formally the head of the Immigration Appeals Team at White Ryland Solicitors in Shepherds Bush, before moving to Spain for four years with her family.

Lara joined Baron Grey in 2013 and now works for the firm dealing with a wide range of immigration and probate matters.

Minnie Waite

Conveyancer

Minnie Waite joined Baron Grey in 2017 as a conveyancer having worked in the City for many years.

She has over 20 years’ experience in dealing with all aspects of conveyancing transactions and has studied the License Conveyancing course. Minnie specialises in freehold/leasehold, enfranchisement, has some commercial experience and advises on mortgages.

She is extremely approachable and friendly and a great addition to the Baron Grey team.

Ben Hall

Solicitor Advocate

Ben Hall is an experienced solicitor who re-joined Baron Grey solicitors in early 2018, having originally trained under Vincent in 2006.

Ben specialises in criminal defence work and regularly represents clients from the investigatory stage all the way through to the Crown Court and Court of Appeal, where he has had notable success.

Ben has expanded his practice into civil litigation with a particular emphasis on commercial and probate disputes.

Emma Faulkner

Solicitor

After being awarded a 2:1 degree in Law from the University of Reading, Emma joined Baron Grey in 2012. Since then, she has successfully completed the Legal Practice Course part-time obtaining a Distinction, and qualifying as a solicitor in February 2016.

Emma assists the litigation team and specialises in Family Law, including divorce and financial proceedings. Emma also deals with the niche area of Private Client Law concerning Lasting Powers of Attorney. She follows the footsteps of her grandfather who worked for Baron Grey as a senior legal assistant.

Vincent Hambleton-Grey

Principal

After graduating in Law in London, Vincent joined the firm in 1990 as a newly qualified solicitor. He specialises in litigation and company commercial work as well as employment and matrimonial matters. 

He is passionate about representing those who do not always have a fair voice in the community and his clients vary from local people to many small businesses in the area. Whenever possible, Vincent’s aim is always to meet and discuss matters with all new clients personally first. 

Born in Swansea, South Wales, he moved to London as an undergraduate and has lived in Twickenham since 1994. He is married with two daughters.