Our complaints policy
We are committed to providing a high quality legal service to all our clients.
However we recognise that there may be occasions where you have concerns regarding our services.
Our complaints procedure
Should there be any aspect of our service with which you are unhappy, including any bill of our costs that we submit to you please, in the first instance, contact the fee earner who is handling your matter .
What will happen next?
- Your complaint will be acknowledged within 3 working days and a substantive response provided within 21 working days.
- If the issue is unable to be resolved as per 1 above or you are not satisfied with the response you receive, you should refer your complaint to Dianna Bamforth, Complaints Director. You should provide her with full details of your complaint and copies of any relevant documents. Dianna Bamforth ‘s contact details are as follows:
4 Maple House
- Dianna Bamforth will acknowledge your complaint within 3 working days. She will review your matter/file and speak to the fee earner who acted for you.
- Dianna Bamforth will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 working days of sending you the acknowledgement letter.
- Within 3 working days of the meeting Dianna Bamforth will write to you to confirm what took place and any solutions she has agreed with you.
- If you do not want a meeting or it is not possible, Dianna Bamforth will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.
At this stage if remain dissatisfied after the written reply, the following options are available to you:-
- You can request that Dianna Bamforth’s decision be reviewed by another Director. Please confirm within 14 working days of the final written reply from Dianna Bamforth that you wish to take this course of action. The reviewing Director will write to you within 21 working days of your request for review with this company’s final decision;
- You can refer the complaint to the Legal Ombudsman ( see below)
If you are not satisfied following the conclusion of our complaints process, you can then contact the Legal Ombudsman about your complaint at:
PO Box 6806
Telephone: 0300 555 0333 or 0121 245 3050
E Mail: firstname.lastname@example.org
The Legal Ombudsman has time limits for dealing with complaints. You should contact them within:
- 6 months of your last contact with us following a complaint; and
- 3 years from when you realised there was a concern; or
- 6 years from the occurrence of the act/omission that is subject of the complaint.
Please note that the service provided by the Legal Ombudsman is only available to members of the public, very small businesses, charities, clubs and trusts. For further information, you should contact the Legal Ombudsman (contact details above).
You may also apply to the court for an assessment of any bill of costs that we submit to you under Part III of the Solicitors Act 1974.
We would like to advise however that if all or part of a bill remains unpaid the firm may be entitled to charge interest. We confirm that the Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill.
If we have to change any of the timescale above, we will let you know and explain why.
Solicitors Regulation Authority
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. You can raise your concerns with the Solicitors’ Regulation Authority by contacting them at:
199 Wharfside Street
Birmingham B1 1RN
DX 720293 BIRMINGHAM 47
Telephone: 0370 606 2555