We hope you are happy with our service, however, if, at any time, you are not happy with the service you are receiving from the firm, including a complaint about the firm's bill, please let us know.
In the first instance, please contact the person who is dealing with the claim and they will do what they can to resolve the problem promptly.
If, however they are not able to resolve the problem to your satisfaction you should then contact Janet Keating, who is responsible for our complaints procedure. We have a procedure in place which details how we handle complaints which Janet Keating will send to you. We will aim to contact you as quickly as possible either by letter or by telephone and will do so within seven days of notice of your complaint to confirm that we will investigate the matter further. We will return to you if necessary for more information but will investigate the matter and contact you with our findings within four weeks of our investigation commencing
If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. 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.
If the complaint is regarding the legal bill there may also be a right to object to the bill. You can ask the Legal Ombudsman to consider the complaint, or by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman cannot consider the matter if you have asked the Court for assessment of the bill.
The Legal Ombudsman can be contacted at PO Box 6806, Wolverhampton, WV1 9WV. Telephone: 0300 555 0333.
The website address is www.legalombudsman.org.uk.
The Solicitors Regulation Authority 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.
You can raise your concerns with the Solicitors Regulation Authority. Their contact details are: Telephone: 0370 606 2555. Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
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