We aim to offer our clients a friendly and efficient service. During the course of the matter, if there is any aspect about which clients are concerned or require clarification, then this should be raised with the person who is handling the matter, with a view to the matter being resolved quickly. If there are still concerns or agreement is not reached with an appropriate course of action, then the complaint would be referred to, the firm’s complaints handling partner, who will contact you, and attempt to resolve the matter to your satisfaction.
The firm has a Complaints Procedure document, which is available on request, and which would be sent to you should you make a complaint, whereupon we would endeavour to resolve the matter with you. Your right to complain might relate to the way in which your matter is being handled, or about a bill that we issue. In the case of a complaint about a bill, there might also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. However, we would point out that if all or part of a bill remains unpaid, we may be entitled to charge interest, such entitlement being stated in our terms and conditions of business.
If you remain dissatisfied at the end of our complaints process, you would then be at liberty to contact the Legal Ombudsman, whose address is PO Box 6806, Wolverhampton, WV1 9WJ. Their telephone number is 0300 555 0333. Their e-mail address is firstname.lastname@example.org Their website is at www.legalombudsman.org.uk . That organisation is the statutory body to whom you may refer your complaint, once we have concluded our professional obligation to try to resolve it. The time limits for you to make a complaint to the Legal Ombudsman are one year from your becoming aware of your right to complain and six months from our final response to the complaint.
In circumstances of serious behaviour issues, such as breaking our Rules, or dishonesty, the Solicitors Regulation Authority (SRA) may be contacted by calling them on 03005550333 or by visiting the website with your concerns.