If you would like more information about the Legal Ombudsman, please contact them.<\/p>\n

Visit: www.legalombudsman.org.uk
\nCall: 0300 555 0333 between 9am to 5pm.
\nEmail: enquiries@legalombudsman.org.uk
\nLegal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ<\/p>\n<\/div>\n\t\t<\/div><\/div><\/div>

\n\t
Complaints Procedure<\/h3>\n\n\t\n\t\n\t<\/div>\n<\/div>
Complaints Policy and Procedure<\/h3>\t\t\t
We hope that you will never have reason to complain about our service to you or an invoice
\nthat we send to you.\u00a0 However, if something does go wrong or the invoice appears to be
\nincorrect, please bring it to our attention as soon as you can. We will try to resolve the matter
\nfairly and quickly. We will apologise if need be and do our best to offer a practical solution.<\/p>\n
Complaints should be made to the Principal .<\/p>\n
There is a body called the Legal Ombudsman, an independent body that handles complaints
\nabout legal services. Its details are The Legal Ombudsman, PO Box 15870, Birmingham, B30
\n9EB, telephone 0300 555 0333.\u00a0\u00a0 Legal Ombudsman email \u00a0and\u00a0\u00a0 Legal Ombudsman website.<\/p>\n
The Legal Ombudsman has produced three helpful booklets to guide you if you have a
\ncomplaint. We can let you have copies on request or you can find them on the Legal
\nOmbudsman\u2019s website. They are called Here to Help, Making a complaint and Guide to Good
\nComplaints handling.<\/p>\n
You can ask the Legal Ombudsman to become involved at the end our internal complaints
\nprocedure, if you are unhappy with the outcome. The Legal Ombudsman has a helpline if you
\nneed to speak to them about how to make a complaint.\u00a0 Calls are charged at a local rate and
\nwill be recorded. There is no charge for the Ombudsman\u2019s services.<\/p>\n
A preliminary point
\nThe relationship with your lawyer is built on trust and openness.\u00a0 You should be able to talk to
\nyour lawyer frankly about all sorts of things so that some complaints (and these are likely to
\nbe minor issues) might lend themselves to be resolved between by a simple phone call with
\nyour lawyer. However, if you are not comfortable speaking to your lawyer about the problem
\nthen speak to the Principal .<\/p>\n
How do I complain?
\nWe much prefer that substantial or complicated complaints are dealt with in writing \u2013 we do
\nnot have any set forms that we use for this purpose.\u00a0 However, we realise that not all clients
\nmay be able to formulate a detailed letter.\u00a0 In such cases, a telephone call will do, during
\nwhich we will make a note of the issues and then send that to you for comment. This
\ndocument will then form the basis of the complaint.<\/p>\n
Who do I complain to?
\nOur system is that, wherever possible, complaints are resolved within the person
\nhandling your case. \u00a0You should look at the \u201cClient Care\u201d letter that you were sent at the
\nstart of your case. \u00a0It will name the person in the firm to whom you should address your
\ncomplaint.<\/p>\n
Although you should know the name of the person dealing with your case, the reference
\nin the top left hand corner of our letters will tell you the name of the fee-earner who left
\ndeals with your case (the first initials).<\/p>\n
You will be informed in writing by the lawyer having conduct of your matter if there is a
\nchange of person to whom any problem with service should be addressed.
\nThe person dealing with your complaint will inform the Principal that a complaint has
\nbeen made for our complaints file and so that we can monitor progress of the complaint.
\nWe hope that this simple procedure will deal with your concerns, however, if it does not
\nyou should write to\u00a0the Principal who is Martin Stewart<\/p>\n
What will happen next?
\n1.\u00a0\u00a0 \u00a0We will send you a letter acknowledging receipt of your complaint within three days
\nof receiving it, enclosing a copy of this procedure.<\/p>\n
2.\u00a0\u00a0 \u00a0We will then investigate your complaint. This will normally involve passing your
\ncomplaint to the Principal who will review your matter file and speak to the member of
\nstaff who acted for you.<\/p>\n
3.\u00a0\u00a0 \u00a0The Principal will then write to you with his findings within 21 days of sending you
\nthe acknowledgement letter. \u00a0 However, if the complaint is complicated further time may
\nbe needed. If so, the Principal will write and tell you and set another time limit.<\/p>\n
4.\u00a0\u00a0 \u00a0If you do not want a meeting or it is not possible, the Principal will send you a\u00a0detailed written reply to your complaint, including his suggestions for resolving the matter.<\/p>\n
5.\u00a0\u00a0 \u00a0Within three days of any meeting, the Principal will write to you to confirm what took
\nplace and any solutions she has agreed with you.<\/p>\n
6.\u00a0\u00a0 \u00a0At this stage, if you are still not satisfied, you should contact us again and we will
\narrange for another unconnected with the matter at the firm to review her decision. \u00a0In
\nsome cases, an appropriate alternative at this stage might be mediation to review the
\ndecision.<\/p>\n
7.\u00a0\u00a0 \u00a0We will write to you within 14 days of receiving your request for a review, confirming
\nour final position on your complaint and explaining our reasons.<\/p>\n
8.\u00a0\u00a0 \u00a0If you are still not satisfied, you can contact:<\/p>\n
Legal Ombudsman,
\nPO Box 6806
\nWolverhampton
\nWV19WJ<\/p>\n
about your complaint. Any complaint to the Legal Ombudsman must usually be made
\nwithin six months of the date of our final written response on your complaint but for
\nfurther information, you should email the Legal Ombudsman or call 0300 555 0333.
\nIf we have to change any of the timescales above, we will let you know and explain why.<\/p>\n
Legal Ombudsman\u2019s time limits<\/p>\n
Please see the\u00a0 Ombudsman\u2019s website.<\/p>\n
The Ombudsman will allow us a period of 8 weeks to resolve your complaint. The
\nOmbudsman asks that you come to it as soon as you can and within 6 months of your
\nlast contact with us.<\/p>\n
Ordinarily, you must make a compliant to the Legal Ombudsman within a year of the
\nmatter giving rise to the complaint or a year from when you should reasonably have
\nknown there was cause for complaint without taking advice from a third party, whichever
\nis later. The Legal Ombudsman can increase any time limit in exceptional circumstances
\neg if there is serious illness.<\/p>\n
There are special rules about your right to apply for a remuneration certificate. You have
\neither one month from the date of the bill to apply in writing where the information
\nappears on the back of our bill, or where you have not been told of your right to apply for
\na certificate, 3 months from the date of the bill.<\/p>\n
If you have a complaint about any of the people that we employ who are not solicitors
\nthen you should write to\u00a0the Principal .<\/p>\n
Complaints regarding a data subject request under the Data Protection Act 1998and EU
\nGeneral Data Protection Regulation are dealt with in accordance with this policy.<\/p>\n
The\u00a0 Online Dispute Resolution website \u00a0is an official website managed by the European
\nCommission dedicated to helping consumers and on-traders resolve their disputes out-
\nof-court. We currently do not use any ADR providers to resolve complaints, including
\nthose which the ODR Platform transmits complaints to, but unresolved complaints about
\nour services will be dealt with by the Legal Ombudsman under the statutory complaints
\nscheme.<\/p>\n<\/div>\n\t\t<\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"
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