We are committed to providing the best possible service to all our Clients. However, if at any point you become unhappy or concerned about the service we have provided, or your bill, then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the fee earner with conduct of your matter to discuss your concerns and they will do their best to resolve any issues.
“any expression of client dissatisfaction, however it is expressed”.
In order to progress matters efficiently we aim to observe the following timetable but ask that you treat the response dates as targets only:
2.1 Within 2 working days of receiving a formal written complaint we will send you a letter acknowledging your complaint and inviting you to confirm or explain the details by completing and returning the Complaint Form or arranging an alternate way to communicate to us e.g. a meeting at the office, if appropriate.
2.2 We will record your complaint in our Central Register and open a separate file for your complaint.
2.3 Within a further five working days of receipt of your Complaint Form or letter of complaint or your complaint having been communicated to us in an alternate agreed method, we will acknowledge it and confirm what will happen next.
2.4 We will also let you know the name of the person who will be dealing with your complaint.
2.5 We will then start to investigate your complaint. This will normally involve the following steps:-
2.6 If a meeting takes place, the Principal Solicitor will write to you to confirm the fact and any solutions he/she has agreed with you within 5 working days of the meeting.
If you are not satisfied you can write email to Ombudsman (address below).
3.1.1 Ordinarily, a complainant cannot use the Legal Ombudsman unless the complainant has first used the authorised person’s complaints procedure (as referred to in Chapter 3).[^31]
3.2.1 A complainant can refer a complaint to the Legal Ombudsman if:
3.2.1(a) The complaint has not been resolved to the complainant’s satisfaction within eight weeks of being made to the authorised person; or
3.2.1(b) An ombudsman considers that there are exceptional reasons to consider the complaint sooner, or without it having first been made to the authorised person; or
3.2.1(c) An ombudsman considers that in-house resolution is not possible due to an irretrievable breakdown in the relationship between the authorised person and the complainant.
3.2.2 For example, an ombudsman may decide to consider the complaint if the authorised person has refused to consider it, or where delay would be detrimental to the complainant.
3.3.1 This time limit applies only if the authorised person’s written response to a complaint prominently included:
3.3.1(a) An explanation that the Legal Ombudsman is available if the complainant remains dissatisfied;
3.3.1(b) Full contact details for the Legal Ombudsman; and
3.3.1(c) A warning that the complaint must be referred to the Legal Ombudsman within six months of the date of the written response.
3.3.2 If (and only if) the conditions in 3.3.1 are satisfied, the complainant must ordinarily refer the complaint to the Legal Ombudsman within six months of the date of that written response.
3.4.1 Ordinarily, a complainant must refer their complaint to the Legal Ombudsman no later than:
3.4.1(a) One year from the act or omission; or
3.4.1(b) One year from the date on which the complainant should reasonably have known there was cause for complaint.[^33]
3.4.2 In relation to 3.4.1:
3.4.2(a) Where a complaint is referred by a personal representative or beneficiary of the estate of a deceased person who had not referred the complaint during their lifetime, the period runs from when the deceased should reasonably have known there was cause for complaint; and
3.4.2(b) The assessment of when the complainant (or deceased) should reasonably have known there was cause for complaint will be based on their own knowledge, disregarding what they might have been told had they sought advice.
3.5.1 If an ombudsman considers it fair and reasonable in all the circumstances, they may extend any of these time limits to the extent they consider fair.[^34]
3.5.2 For example, an ombudsman:
3.5.2(a) Might extend a time limit if the complainant was prevented from meeting it due to serious illness; and
3.5.2(b) Is likely to extend a time limit where the time limit had not expired when the complainant initially raised the complaint with the authorised person.
If you would like more information about the Legal Ombudsman, please contact them on:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00am to 5.00pm. Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.
For minicom call 0300 555 0333
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ.
If we have to change our timescales above, we will let you know and explain the reasons.
The Solicitors Regulation Authority can help you if you are concerned about our behavior. 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
Reviewed 28th May 2024 Thushara Collins
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