We are committed to providing quality legal advice and client care. If you are unhappy with any aspect of the service you have received or about your bill, we would ask you to initially discuss this with the fee earner with conduct of your matter or their Supervisor. They will their best to resolve the issue promptly and to your satisfaction. If they are unable to do so please contact Anna Matelska, Director, who has overall responsibility for client care. For her to understand your complaint fully and deal with it effectively, we ask that you put your complaint in writing by e-mail to email@example.com or by post to either office. Please note that you can request a copy of our complaint’s procedure at any time. Your complaint will be acknowledged, and Anna will investigate your concern promptly, fairly and effectively and will try to resolve the problem quickly.
Should you remain dissatisfied with the handling of the complaint you can ask the Legal Ombudsman to consider it further. Before you make a complaint to the Legal Ombudsman, it is a requirement that you have raised your complaint with us first and we have 8 weeks to deal with your complaint. If you are not satisfied with our handling of your complaint after the 8 weeks has expired, you can ask the Legal Ombudsman to consider the complaint. The time limit to bring a complaint to the Legal Ombudsman is 6 months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). Their contact details are:
PO Box 6806,
t: 0300 555 0333
As part of the firm’s complaints handling procedures, we are obliged to inform you that you are entitled to complain about your bill; there may also be right to object to the bill by making a complaint to the Legal Ombudsman and/or by applying to the court for an assessment of the bill under Part lll of the Solicitors’ Act 1974; and if all or part of the bill remains unpaid the firm may be entitled to charge interest. If you have already applied to the Court for assessment of your bill, please be aware that the Legal Ombudsman cannot then consider it. Pease note that generally only individuals and small businesses fall within the Legal Ombudsman scheme rules. Alternative complaints bodies such as Pro Mediate and Small Claims Mediation exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. However, at this time we consider the Legal Ombudsman the most appropriate complaint body and we do not agree to use schemes operated by the alternative complaint bodies.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Their contact details are: