What to do if you are dissatisfied with our service
We aim to provide a high quality service in all respects. If, however, you have any queries or concerns about our work for you, please raise this in the first instance your managing solicitor. If that does not resolve the problem to your satisfaction or you would prefer not to speak to the managing solicitor directly, then please contact the firm’s principal, Jan Stanton.
All solicitors must attempt to resolve problems that may arise with their services to the satisfaction of you, the client. It is therefore important that you immediately raise any concerns that you may have with us. We value you as a client and would not wish to think that you have a reason to be unhappy with us.
If you have any problem with the service we have provided for you then please let us know. You will need to set out your complaint in writing and the list below may assist. We will try to resolve any problem quickly and operate an internal complaints handling system to help us resolve the problem between us. If for any reason we are unable to resolve the problem between us, if the complaint is about the service given, you may pursue the matter through the Legal Ombudsman which is an independent, consumer focused service established by the Office of Legal Complaints under the Legal Services Act 2007.
Listed below are some of the complaints the Legal Ombudsman will consider.
The Solicitor has:
- Not done what you instructed them to do.
- Involved you in unreasonable delays.
- Given inaccurate or incomplete information.
- Failed to reply to correspondence or phone calls.
- Failed to give you enough information about what they would charge before beginning the case or presenting you with your final bill.
- Has failed to keep you informed about what was happening with your case.
- Has disclosed information about you which you had advised that you wished to be kept confidential.
- Has put their interests and those of other clients before yours.
If the Legal Ombudsman Service upholds a complaint, they have a range of powers from demanding a written apology and directing the return of any outstanding documents, through to repayment of fees and/or compensation. Full details of the Legal Ombudsman Service can be found at www.legalombudsman.org.uk
If the complaint is deemed to be about conduct issues, the Legal Ombudsman must elevate the complaint to the Solicitors Regulation Authority.