Our aim is to offer all our clients an efficient and effective service. However, should there be any aspect of our service with which you are unhappy, including any bill of our costs that we submit to you, please raise your concern in the first place with the person dealing with the individual who has day-to-day control of your matter. If you feel I have not resolved your concern, then you should put your comments in writing addressed to:
17 High Street
Within five working days of receiving your complaint, your complaint will be recorded in our Complaints Register and a separate file will be opened in which we will store any correspondence and other documents relating to your complaint. Within four working days we will also send you a letter acknowledging your complaint.
ithin ten working days of receiving your complaint, we will review your file(s) and any other relevant documentation and send you a letter telling you how we propose to deal with your complaint.
Examples of what we might say in this letter are as follows:
Whichever form our investigation takes, we will aim to give you our final decision within six weeks of receiving your complaint (or sooner if possible).
If you are not satisfied with our final decision, please let us know and we will review our decision again. We will let you know the result of any appeal within seven working days of receiving your appeal.
If you are still not satisfied following the conclusion of our complaints process, you can then contact the Legal Ombudsman about your complaint at:
The legal Ombudsman
Telephone: 0300 555 0333 or 0121 245 3050
E Mail: firstname.lastname@example.org
The legal ombudsman has time limits for dealing with complaints. You should contact them within:
Please note that the service provided by the Legal Ombudsman is only available to members of the public, very small businesses, charities, clubs and trusts. For further information, you should contact the Legal Ombudsman (contact details above).
You may also apply to the court for an assessment of any bill of costs that we submit to you under Part III of the Solicitors Act 1974.
We would like to advise however that if all or part of a bill remains unpaid the firm may be entitled to charge interest. We confirm that the Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill.