One of the best ways to gauge the quality of the service we provide is by the feedback we receive from our clients. Any letters of thanks received from clients will be referred to the fee earners concerned.
However, we are equally interested to hear from anyone who feels unhappy with the service that we have provided. As well as helping us to identify how the firm can improve the service it provides, it also allows the firm the opportunity to address the concerns that an individual has.
Step 1: Contact the Supervisor with overall responsibility of your Case
Under the terms of our Client Complaints Procedure, if you have any complaint, you are invited in the first instance to direct the same to the Supervisor with overall responsibility for your case, so that we may resolve your complaint on an informal basis if possible.
Step 2: Send a Formal Complaint
Should it not be possible to resolve your complaint informally and you wish to make a formal complaint, you should direct your complaint to our Client Handling Manager, whose contact details will be provided upon request.
If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint in circumstances where the complaint relates to the quality of the work we did for you or if you believe our charges are unjustified.
Step 3: Contact the Legal Ombudsman or the SRA
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 or within six years of the act or omission about which you are complaining occurring (or if it is outside of this period within three years of you becoming aware of it).
If you are unhappy with any element of the invoices that we issue to you, you have a right to object to the invoices and may have the right to apply for an assessment of the invoice under Part III of the Solicitors Act 1974.
Alternatively, the SRA may be approached in the event that your complaint relates to an issue of honesty or in the event that you believe a solicitor has acted in contravention of the regulations governing solicitor’s behaviour.