Formal Complaints Procedure
All solicitors must attempt to resolve problems that clients may have with the service
provided. It is important that you raise any concerns with us immediately. We value
our clients and would like to know if you have reason to be unhappy with us.
If You Have a Complaint
If you are unhappy about any aspect of the service you have received or about the bill,
the first step is to speak to the person who has been dealing with your matter. Most
issues can be resolved quickly and amicably at this stage.
If the issue cannot be resolved to your liking or you wish to deal with someone else,
please contact Neil Douglas, who is the Director in charge of Client Care or by post to our office address. You can also send an email to our dedicated email address – firstname.lastname@example.org
What will happen next?
We will acknowledge your complaint in writing within a week. If the complaint has been made verbally, we will include a summary of our understanding of your complaint.
We will investigate your complaint. Neil Douglas will review your file which might
include speaking to any other members of staff who have been involved in your matter.
The investigation might also involve inviting you to a meeting to discuss your complaint.
If we invite you to a meeting, we will do this within three weeks of sending the acknowledgment letter. Within one week of any meeting, we will write to you to confirm what took place and any solutions or further steps that were agreed with you.
If you do not want a meeting or it is not possible, we will aim to send you a detailed written
reply to your complaint, including suggestions for resolving the matter, within four weeks
of sending you the acknowledgement letter, however if the issue is complex this may take up to eight weeks from the date of your complaint.
If it is not possible to deal with your complaint in this timeframe we will inform you of
the delay and the reasons. However we will do our best to resolve the matter as soon
Please be assured there are no charges for the conduct of a complaints investigation.
We record all complaints centrally to enable us to detect recurring problems and trends. As necessary, we will make changes in response to individual complaints and improvement measures in relation to recurring problems and trends.
Under our professional regulations we have eight weeks to consider your complaint. If
we have not resolved it within this time you can ask the Legal Ombudsman to consider
the complaint. The Legal Ombudsman is an independent ombudsman scheme that
resolves complaints about lawyers. It can be contacted at PO Box 6806
Wolverhampton WV1 9WJ or telephone 0300 555 0333 or via
The Legal Ombudsman accepts complaints from individuals and small businesses,
charities or associations. Normally, you will need to bring a complaint to the Legal
Ombudsman within six months of receiving a final written response from us about your
complaint. It will not normally consider complaints that are more than six years old, or
where it is three years since the complainant ought to have been aware of the problem.
You also have the right to complain about or challenge the bill by applying for an
assessment of the bill under Part III of the Solicitors Act 1974 but you should be aware that the Legal Ombudsman may not consider a complaint about the bill if you have applied to
the court for assessment of the bill.
If you have any questions surrounding our complaints procedure please do not hesitate to contact us. Please rest assured we take your concerns seriously and we will seek to resolve any problems as quickly and openly as we can.
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