Complaints Handling Procedure

  1. Complaints Handling Procedure

As a firm we aim to give all our clients the service that meets all their needs and expectations and therefore if at any time during the progress of the transaction you feel that there is a problem with the service you have received then we want to know straightaway so that we can put it right without delay.

In the event that you do have a complaint please contact us with the details.  We will send you a letter acknowledging receipt of your complaint within 10 working days of us receiving the complaint enclosing a copy of our complaints procedure.

Jeffrey Stein who is the Practice Complaints Manager will invite you to a meeting to discuss and hopefully resolve your complaint.  He will do this within 14 days of sending you the acknowledgement letter.  Within 5 days of that meeting Jeffrey Stein will write to you to confirm what took place and any solutions he has agreed with you.

If you do not want a meeting or it is not possible, Jeffrey Stein, will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgment letter.

Please note that:-

(a) any complaint can include a complaint about the firms bill;

(b) there may be a right to object to the bill by making a complaint to the Court for an assessment of the bill under Part III of the Solicitors Act 1974;

(c) if all or part of the bill remains unpaid the firm may be entitled to charge interest;

(d) this firm has a complaints procedure a copy of which is available on request;

At the conclusion of the complaint process (as detailed in our Complaints Procedure) if you are still not satisfied you can ask that we refer the matter to the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ Telephone: 0300 555 0333 or email to consider the complaint.

Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on 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.   For further information you should contact the Legal Ombudsman.

The Solicitors Regulation Authority can help 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 visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.