Client Care

Our clients are at the heart of everything we do. Which is why at Thorntons we have built a reputation for delivering exceptional levels of client service.

We continually invest in our knowledge, our systems and our people to ensure we’re providing the best advice in the most cost-effective way.

We get to know what’s important to you and make sure we’re providing what you need and when you need it. Whether you are meeting us at our offices, contacting us by phone or hearing from us by letter or email our aim is always to deliver our exceptional service – time and again.

Whilst advising you we will keep you regularly updated on progress and keep you fully informed about our costs, right from the start. And of course, we’ll avoid all that legal jargon.

Our complaints procedure

We value our good relationships with clients. However, we accept that from time to time, difficulties and misunderstandings may arise.  If you are dissatisfied with the service you receive from us, you should first take the matter up with whoever is responsible for your case. This could be a partner in the relevant department or the partner who is your usual point of contact.

If the matter is not resolved to your satisfaction, you should then put your complaint in writing to our current Client Relations Partner, Clare Macpherson. Clare will investigate the matter and aim to address the issue as soon as possible, depending of the nature of the complaint.

Please address any written complaint to: Clare Macpherson, Client Relations Partner, Thorntons Law LLP, Whitehall House, 33 Yeaman Shore, Dundee, DD1 4BJ. This can be emailed to clientrelations@thorntons-law.co.uk

We hope that any complaint can be resolved by us under the procedure above but if you remain dissatisfied you are at liberty to raise the matter with the appropriate regulator.

For complaints about the firm’s inadequate service in relation to Scottish matters, or if your complaint relates to the professional conduct of this firm or a solicitor regulated by the Law Society of Scotland, you should refer the matter to the Scottish Legal Complaints Commission.  You must make your complaint to the Scottish Legal Complaints Commission within three years* of the service ending or the conduct occurring. However, it will disregard any time it considers that you were excusably unaware of the concerns.

For complaints about poor service in English Legal Conveyancing matters, you should refer the matter to the Legal Ombudsman. If your complaint relates to the professional conduct of the firm or a solicitor regulated by the Solicitors Regulation Authority (SRA) when carrying out English Legal Conveyancing work then the matter should be referred to the Solicitors Regulation Authority.

We recognise that Alternative Dispute Regulations have implemented ADR/EDR Directive 2013/11/EU to promote alternative dispute resolution as a means of address for consumers in relation to unsatisfactory services. We have however chosen not to adopt an ADR process.

*This time limit changed from 1 year to 3 years on 1 April 2017.