We are committed to providing a high-quality legal service to all our clients. However, if at any point you become unhappy or concerned with any aspect of the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem. This will also help us to improve our standards.
If you would like to make a formal complaint about our service or a bill that we have issued or both, please contact Richard Shears with the details. Making a complaint will not affect how we handle your case.
What will happen next?
The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
There are, however, restrictions to this service for organisations, as set out on their website (see below).
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
• Within six months of receiving a final response to your complaint; and
• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them:
• Visit: www.legalombudsman.org.uk
• Call: 0300 555 0333 between 9am to 5pm.
• Email: email@example.com
• Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ.
Alternative complaints bodies, such as Ombudsman Services, exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We agree to use the Ombudsman Services Scheme (www.ombudsman-services.org)
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. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
If you are a client with whom we have made a contract by electronic means, you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. Should you wish to do so that service can be found at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN. Our email address for this purpose is: firstname.lastname@example.org.
This procedure was last updated on 30 March 2020