We are committed to providing a high-quality legal service to all our clients. The firm’s definition of a complaint is defined as “any expression of client dissatisfaction however it is expressed”. This follows the Legal Services Commission definition of a complaint and also conforms to the Law Society Complaints Procedure.
We aim to offer our clients an efficient and effective service. During the course of your case if there are any matters upon which you are concerned or require clarification or you are dissatisfied with, including this firm’s bill, then you should contact a member of our team who will attempt to resolve the matter to your satisfaction. We would ask that you first try and resolve any issue with the fee earner having conduct of your case and thereafter with the allocated Supervisor.
Should you remain dissatisfied then you may refer the matter to our Complaints Partner, Oliver Gardner, with a view to the matter being resolved after it has been fully investigated. If your complaint is with regards to Mr Gardner you may direct your complaint to David Johnson or Nikki Mundy, two of our other directors. We would hope that we would have been able to resolve any outstanding concerns or queries that you might have, but should there be any remaining issues to be resolved, then our Director will be pleased to address any further difficulty.
If for any reason you continue to be dissatisfied then you have a right of further complaint to the Legal Ombudsman who would investigate the matter further on your behalf after first allowing us 8 weeks to deal with your complaint. If your complaint is solely in relation to this firm’s bill, you may also have a right to object to it by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not however deal with a complaint about a bill if you have applied to the court for assessment of that bill.
Should you wish to complain to the Legal Ombudsman you should do so within 6 months of your last contact with us. Their contact details are: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ Tel: 0300 555 0333; or Email: [email protected]. You can find more information about how to make a complaint on the Legal Ombudsman website at: www.legalombudsman.org.uk.
If you do have a cause to complain then please use our internal complaints procedure initially as it is highly probable that the matter will be resolved to your satisfaction and at the earliest possible opportunity. A copy of our complaints procedure is available upon request.