It is our hope that we obtain your aims, objectives and expectations and to conduct your claim to a high standard of professional skill and competence.
If you feel we have fallen short of this at any time and are not meeting the standards that you expect then please contact the person with primary conduct of your case in the first instance.
How do I make my complaint?
Please contact your lawyer who has the conduct of your matter and raise your concerns, individual contact details can be found at any time on our Meet The Team page.
If you are not satisfied with the response you receive then please contact Mr Bob Brar, our Managing Director on 01912766880 or via email to firstname.lastname@example.org.
What happens next?
- We will send you a letter acknowledging receipt of your complaint within 3 days of receiving it.
- We will investigate your complaint. This usually involves passing your complaint to Bob Brar, who will review your file and speak with the fee earner who acted for you.
- Bob Brar will write to you with his findings within 21 days of sending you the acknowledgment letter. However, if the complaint is complicated, further time may be needed. If this is the case, Bob Brar will write to you and inform you of another time limit.
- A meeting will be arranged to discuss. If this is not possible, Bob Brar will send you a detailed written reply to your complaint, which will include his suggestions for resolving the matter.
- Within three days of any meeting, Bob Brar will write to confirm what took place and any solutions agreed.
- If you are still not satisfied, you should contact us again and we will arrange for another person unconnected with the matter at the firm to review his decision. If appropriate, we may arrange a mediator to review the decision as an alternative.
- We will write to you within 14 days of receiving your request for a review to confirm our final position on your complaint and explaining our reasons.
If you remain dissatisfied, you may complain to the Legal Ombudsman at:
The Ombudsman will allow us a period of 8 weeks to resolve your complaint. After that, the Ombudsman ask that you contact them within 6 months of your last contact with us.
Ordinarily, you must make a complaint to the Legal Ombudsman within a year of the of the matter giving rise to the complaint, without taking advice from a third party, whichever is later. The Ombudsman can increase any time limit in exceptional circumstances, e.g. if there is a serious illness.
There are special rules about your right to apply for a remuneration certificate. You have either 1 month from the date of the bill to apply in writing where the information appears on the back of our bill. If you have not been told of your right to apply for a certificate, you have 3 months from the date of the bill.
Solicitors Regulation Authority
You can also raise certain concerns with the Solicitors Regulation Authority at:
Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Tel: 0370 606 2555