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.
1. Please place your complaint in writing to the fee earner acting on your behalf.
2. You will receive a written response from the fee earner within seven days.
3. If the response is not to your satisfaction then please place your complaint in writing to another fee earner in this office for independent review.
4. You will receive a written response from the independent fee earner within seven days.
5. If your complaint remains unresolved to your satisfaction within eight weeks of your letter of complaint then you can approach the Legal Ombudsman.
6. Ordinarily you cannot apply to the Legal Ombudsman unless you have first used our complaints procedure.
7. However, you can use the Legal Ombudsman if: -
a. Your complaint has not been resolved within eight weeks of it being made to us; or
b. An ombudsman considers that there are exceptional reasons to consider the complaint sooner, or without it having been made first to us; or
c. Where an ombudsman considers that our in-house resolution is not possible due to irretrievable breakdown in the relationship between us and you.
8. If after following our complaints procedure, you are still unsatisfied, ordinarily you must refer a complaint to the Legal Ombudsman within the following time periods:
One year from the act/omission; or
One year from when the complainant should reasonably have known there was cause for complaint.
The Legal Ombudsman can be contacted at: -
Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Post: Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
A link to the Legal Ombudsman Scheme Rules can be found here:
https://www.legalombudsman.org.uk/information-centre/corporate-publications/scheme-rules/
