This is the firm’s complaints handling procedure. You may request a copy or further copy at any time.
If anything is unclear about this procedure at any time, please let us know in writing.
If you have any special needs, please let us know in writing.
We are committed to providing a high-quality legal service to all our clients. When something appears to go wrong, we need you to tell us about it. This will help us to improve our standards. We will deal with all complaints promptly, fairly and by proper review or investigation.
There will be no charge for the cost of handling a complaint.
If you have any concerns about the way in which we have been acting, you are entitled to make a complaint.
A concern may relate to the firm’s bill and it will be treated as a complaint.
There may also be a right to object to a bill by applying to the court for an assessment of the bill under part III Solicitors Act 1974.
If all or part of a bill remains unpaid, the firm reserves the right to charge interest at 8% per annum compound.
You may raise your complaint by telephone, at a meeting or in writing.
A complaint raised by telephone may well be resolved quickly by discussing it on the telephone and/or at a meeting.
If your complaint is not resolved on the telephone or at a meeting, you should put your complaint in writing.
Alternatively, should you prefer, you may make your complaint in writing from the outset.
Any written communication relating to a complaint should be headed ‘complaint’ and it should clearly set out your concern(s).
Any complaint should be raised immediately or at the earliest reasonable opportunity and in any event no later than 12 months from the date on which its grounds first arose.
Any complaint should be made to:
Lawyers and Mediators
27 Old Gloucester Street
London WC1N 3AX
If at the conclusion of the firm’s complaint procedure you remain dissatisfied, you have the right to complain to the legal ombudsman: http://www.legalombudsman.org.uk.
For the time frame for doing so, please see the legal ombudsman’s web site: http://www.legalombudsman.org.uk/?faqs=when-can-you-bring-a-complaint-to-us (the problem occurred or was discovered after 05.10.10; and you refer your complaint to the legal ombudsman within 06 years of the problem happening or 03 years from when you discovered it; and you refer your complaint to the legal ombudsman within 06 months of this firm’s final response). The legal ombudsman’s contact details may be found at: http://www.legalombudsman.org.uk/contact-us/. The last noted contact details are below. It would be advisable to refer to the legal ombudsman’s web site in case they have since changed.
The legal ombudsman’s contact details are:
PO Box 6806
Wolverhampton WV1 9WJ
T: 0300 555 0333 (charged at local rate) (overseas callers: +44 121 245 3050)
Also see the legal ombudsman’s publications that are available on the web site, eg, ‘Here to help’ and ‘Making a complaint’. If you prefer, please let us know in writing and we will send you copies.
The legal ombudsman may decline to deal with any complaint, including a complaint about a bill, where you have applied to the court for it to be assessed.
Overall time scale for firm’s complaint procedure. We will endeavour to conclude any complaint within 08 weeks from the date of its receipt.
Within 07 days from the date of receipt of the complaint, we will acknowledge receipt in writing.
Within 14 days thereafter, we will review your complaint and set out in writing our understanding of the ground(s) of complaint.
Within 14 days thereafter, if appropriate, we will seek to discuss and resolve the complaint with you on the telephone and/or at a meeting.
Within 14 days thereafter, we will write to you to summarise the discussion(s) by telephone and/or at a meeting, including any agreed resolution.
If the complaint is not resolved by telephone and/or at a meeting, we will fully investigate your complaint and endeavour to provide you with a substantive written response no later than 08 weeks from the date on which the complaint was received.
If it appears to be appropriate to vary any of the above timescales, we will endeavour to let you know in writing.
At the conclusion of the firm’s complaint process, we will remind you of your right to complain to the legal ombudsman, the time frame for doing so and the legal ombudsman’s contact details.
Complaints Handling Procedure