We hope you have none. If you do, then our first objective is to see if there is a way of overcoming them so that you are content.
Please let us know…
Please contact us either personally or in writing to discuss matters of complaint. This can include a complaint about our bill.
The initial contact should be with the fee earner with whom you have been dealing and in the case that your complaint has not been resolved then we do have a more detailed complaints procedure, which is available on request. In summary, the fee earner will respond within 7 days to your complaint. If you are dissatisfied with the response, then you can refer the matter to the Complaints Manager in relation to the relevant department who will then look into matters and respond. Please note Andrew Humphries is the Complaints Manager in relation to family and civil litigation matters, and Karen Wallis is the Complaints Manager in relation to conveyancing and probate matters.
If your matter has still not been resolved after exhausting our complaints procedure then you do have the option to contact the Legal Ombudsman at www.legalombudsman.org.uk or by telephone on 0300 555 0333 or post at Legal Ombudsman PO Box 15870 Birmingham B30 9EB. If you have such an issue then you must raise it with the Ombudsman within a year of realising your concern and within six months of the last contact made with this firm.
The above procedure is designed to avoid friction between the solicitor and the client, not create it. In this way, we hope to gain your trust so that you will continue to instruct us in this and other matters in the future. We gain nothing by unhappy clients.
What to do if you are unhappy with our behaviour?
Lastly, the Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
