We are committed to providing a high-quality legal service to all our clients. If something goes wrong we would like you to tell us about it, so that we can resolve the issue for you and improve our standards.
If you become dissatisfied with any aspect of our service, please contact the lawyer acting for you or their secretary immediately so that they can try to address your concerns.
If something has gone wrong and the lawyer acting for you cannot help, please contact the Head of the Department dealing with your matter:
If neither the lawyer acting for you nor their Head of Department have been able to deal with your concerns to your satisfaction, then please contact our Complaints Partner:
1 Major Terrace
Telephone 01297 626950
The following formal complaints procedure then applies.
(If we have to change any of the timescales set out below we will let you know and explain why.)
We usually find that most complaints can be resolved by the above procedure. If you are not satisfied by our efforts to resolve your complaint and you are an individual or a micro enterprise, you have the right to complain to the Legal Ombudsman, which is an independent body that deals with legal services complaints.
PO Box 6806
Telephone 0300 555 0333
Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint. The Legal Ombudsman will not accept your complaint if:
The Legal Ombudsman may not consider a complaint about a bill if you have applied to the Court for assessment of the bill.
Alternative complaints bodies (such as ProMediate (UK) Limited) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
You can contact the Solicitors Regulation Authority (SRA) if you are concerned that our behaviour may be in breach of SRA Principles. To find out when and how to contact the SRA visit its website at http://www.sra.org.uk/consumers/problems.page.
Very quick response to our queries whether by email or phone. The final bill was very close to the estimate and any additional costs we were notified of at the time, before we received a bill.