We provide legal support to address the major challenges in life and protect your family and finances.
From relationship breakdowns or personal injuries to property or criminal defence, we can help you achieve the best outcome for you and your family.
We want to give you the best possible service.
However, if at any point you become unhappy with the service we have provided you, or you have any concerns, then you should inform us immediately so that we can do our best to resolve the problem for you. We ask that you contact the lawyer dealing with your matter in the first instance.
If still not resolved to your satisfaction, please contact the Department Manager identified in our initial confirmation of instructions letter to you or alternatively email the Complaints Team at email@example.com. Please bear in mind that we will not be able to comment in detail until our investigations are complete. A hard copy of this complaint handling procedure is available on request.
On receipt of your complaint, we will:
Whilst we are committed to being a progressive and efficient provider of legal services to all our clients, occasionally mistakes are made and on occasion it proves difficult to meet our clients’ expectations. We hope to learn from our mistakes and correct them if we can. If there has been any misunderstanding, we hope to identify how that has happened and to adjust our procedures to avoid a reoccurrence. We will usually be able to accept responsibility if we have caused any avoidable inconvenience or costs, but if a financial loss has been suffered as a consequence of our actions or omissions, we will need to consider whether that should be a matter for direct compensation or whether it is a claim which should be dealt with by our insurers, and sometimes it may be necessary for us to obtain the consent of our insurers before we can admit liability.
If we are unable to resolve your complaint ourselves, The Legal Ombudsman can help you. They will look at your complaint independently and this will not affect how we handle your case. This applies if you are an individual, a business with fewer than 10 employees and turnover or balance sheet not exceeding €2 million (£1.7 million), a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman website about eligibility).
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. They allow us 8 weeks to consider your complaint and respond to you although we aim to provide a response within 21 days. Please note that there are time restrictions for you to do this. You should contact the Ombudsman:
The Legal Ombudsman contact details are as follows:
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. If you feel that we may have been dishonest or treated you unfairly because of your age, disability or other characteristic, then please refer to its website: http://www.sra.org.uk/consumers/problems/report-solicitor.page
If you wish to challenge your bill you have the right to do so by using this complaints procedure. You may be entitled to have our charges reviewed by a court by applying for an assessment under Part III of the Solicitors Act 1974. You should note that the Legal Ombudsman may not deal with a complaint about your bill if you have already applied to a court.