Client Concerns Policy
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We are regulated by the Solicitors Regulation Authority who work with solicitors firms to make sure they comply with their principles and behave independently, fairly and with integrity to best serve the interests of their clients and the public interest. They can 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. However, they are not able to deal with issues of poor service.
Our Concerns Policy
Although we make every effort to ensure that our clients will be completely satisfied with the service we provide, if a client has any queries or concerns about our service or about any of our bills or charges they should raise them with us as soon as possible.
We operate a Concerns Policy and Procedure in accordance with The Legal Ombudsman requirements; a full copy is available to our clients on request.
Our clients should raise their queries or concerns first with the director with responsibility for their work (named in the letter sent to them confirming their instructions). We will then send our client a letter acknowledging receipt of their complaint within 7 days of us receiving the complaint, enclosing a copy of the procedure. We will then investigate their complaint and invite them to a meeting to discuss and hopefully resolve the complaint. If our client does not want a meeting or it is not possible, we will send them a detailed written reply to their complaint, including our suggestions for resolving the matter. In either case this will be done within 14 days of sending the client the acknowledgement letter.
At this stage, if our client is still not satisfied, they can contact us again and we will arrange for the decision to be reviewed. We will write to you within 7 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons
In the case of our bills, a client has a right to complain to us under our Concerns Policy. A client may also have the right to apply to the Court for an assessment of our bill under Part III of the Solicitors Act 1974. There are however time limits that apply to a client’s right to have our bills assessed by the Court. They should take separate advice on any such issues.
The Legal Ombudsman
If following our final decision our client remains dissatisfied, and assuming they fulfill the requirements of the Legal Ombudsman process, they have the right to complain to the Legal Ombudsman who can be contacted at:
PO Box 6806
Any complaint should be made within 6 months of the date of our final decision being made.