Services, Pricing and our Complaints Procedure

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Satisfying your requirements and expectations requires not only a professional approach on our part, but also that we should be kept aware of any concerns that you have about our work or about the progress of your matter.  We therefore hope that you will raise any such concerns promptly and frankly, and indeed tell us of any suggestions to improve our services. 

COMPLAINTS PROCEDURE

Any dissatisfaction or concern you may have in relation to our services, which may include those relating to an invoice, should be raised in the first instance with the Principal of our firm.  He will investigate the subject matter of that complaint promptly, and attempt to resolve the issue to your and our mutual satisfaction within eight weeks of the complaint having been received. He will explain to you the procedure that he will follow to investigate the matter.  He will try to resolve the issue in question in accordance with our firm’s relevant procedure, a copy of which is available on request.     

If you remain dissatisfied after receiving the Principals final determination you may refer the issue to the Legal Ombudsman PO Box 6167, Slough, SL1 OEH. Any such complaint must usually be made within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the legal ombudsman within six months of the date of our final response to you remains the case but for further information you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

COMPLAINTS TO THE SRA

Most of the time, complaints about solicitors are about poor service, and therefore should be sent to the Legal Ombudsman. If the Legal Ombudsman thinks your case involves a breach of our Principles, they will refer your case to the SRA. Likewise, if you report a solicitor for poor service, the SRA will refer you to the Legal Ombudsman;

The SRA do not have the power to award compensation for poor service, or to reduce or refund your legal fees.

However, you should report the matter directly to the SRA if you think a firm or anyone regulated by the SRA has breached an SRA Principle.

For guidance on the complaints process, call SRA contact centre.

https://www.sra.org.uk/consumers/problems/report-solicitor

What to do if you are unhappy with our behaviour

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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority