We constantly strive to provide a high quality service in all respects. However, if for some reason you feel you have a problem about our invoices or with the way in which your matter is being or has been handled, you should contact the person dealing with your matter or the person responsible for supervision of your matter in the first instance.
If you are not completely happy with the initial response that you have received, please feel free to contact our Customer Care Partner, Jonathan Diamond (email@example.com ).
The overall timeframes for making a complaint are either six years from the date of the act or omission, or three years from when you should reasonably have known that there were grounds for complaint.
What is a complaint?
We consider a complaint as “any expression of dissatisfaction”. Whilst we do monitor some social media sites, we do not necessary investigate any expression of dissatisfaction from these sources.
What will happen next?
- Our Client Care Partner will acknowledge your request within three working days. Once the acknowledgement is made we must respond to your complaint within eight weeks although we will aim to do so well within that period, as set out below.
- We will now investigate your complaint. This will normally involve passing your complaint to the person in charge of client care, (or a senior person) who will review the file and speak to the person who acted for you.
- We will then write to you within 14 days of the acknowledgment letter setting out his understanding of your complaint and a detailed written reply to your complaint. If you are still not satisfied you may request an appointment with Mr Diamond to discuss and hopefully resolve your complaint.
- Within 7 days of the appointment meeting (if requested), Jonathan Diamond will write to you to confirm what took place and any solutions he has agreed with you.
- At this stage, if you are still not satisfied, you should contact Mr Diamond within 7 days and he will arrange for another senior person within the firm to review his decision.
- We will write to you within 21 days of receiving your request for a review confirming our final position on your complaint and explaining our reasons.
- You will not be charged for our investigation of your complaint. Your complaint about us will not in any way prejudice our handling of any matter we have for you.
- If you are still not satisfied, you may then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. They are also contactable by telephone: 0300 555 0333 or by email firstname.lastname@example.org. Any complaint to the Legal Ombudsman should be made as soon as possible and normally within six months of receiving a final written response from us. If you do not refer your complaint in time the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances, for example if the Ombudsman believes that the delay was as a result of exceptional circumstances.
- Please note that the Legal Ombudsman will not consider cases emanating from businesses (other than micro businesses), charities or clubs with an annual income of more than £1m., or trustees of trusts with assets with a value of more than £1m. However, we will always consider any complaints.
- If your complaint concerns our bill you may also apply to the Court for an assessment of the bill under Part 111 of the Solicitors Act 1974.
If we have to change any of the timescales above, we will let you know and explain why.