Client Satisfaction

If you are unhappy with any aspect of our service please tell us. We will look into the matter promptly and try to put it right. We are always endeavouring to improve the service we provide. Please discuss your concerns in the first instance with the person dealing with your transaction.

As a firm we recognise that Alternative Dispute Resolution Regulations have implemented ADR/EDR Directive 2013/11/EU to promote alternative dispute resolution as a means of redress for consumers in relation to unsatisfactory services. We have however chosen not to adopt an ADR process and if you have any concerns about the services you receive from this firm you should contact the firm’s Client Relations Partner Mrs. Deirdre Hart, (as per the attached Complaints Procedure Note).

However, if that would cause you difficulty or embarrassment please contact our Senior Partner, Mary Nimmo or in her absence from business, Alpin Stewart, our Managing Partner. It will help at this stage (which we hope you will never reach) if you put your complaint in writing (keeping a copy for yourself) explaining what action you want us to take.

If the matter cannot be resolved, then you are always entitled to refer it to the Scottish Legal Complaints Commission, Capital Building, 12-13 St Andrew Square, Edinburgh, EH2 2AF. You should note, however, that the Commission will only consider complaints if they are raised within three years of completion of the subject matter of the complaint.