We are committed to providing high quality legal advice and client care. However, if there is any aspect of our services that you have received, which you are unhappy about, or if you are unhappy about the bill, please contact the individual named on the attached Client Care Letter or raise the matter with our Complaints Partner, David Hensley.. We have a procedure in place which details how we handle complaints, which is available David Hensley. We have eight weeks to consider your complaint, but aim to provide a full response to most complaints within 28 days.
If you are not satisfied with our handling of the complaint and/or we have not resolved it within this time, then you can ask the Legal Ombudsman to consider the matter, but only after you have made a formal complaint to us. The Ombudsman’s telephone number is 0300 555 0333
or you can find out more information on the website at: http://www.legalombudsman.org.uk
. Please note that if you wish to take up a complaint with the Legal Ombudsman then you should do so no later than six months after the date of our final written response to your complaint, or within a year of the act or omission about which you are complaining occurring (or you becoming aware of it).
Our invoices contain a brief summary of the work that we have undertaken for you and the Disbursements and costs that have been paid out on your behalf in relation to the matters on which you have asked us to act. A more detailed description can be provided if needed. If you are not satisfied with the amount of our fees, you may be entitled to object to the bill by making a complaint to the Legal Ombudsman. If your complaint relates to our bill then you may also have the right to have the bill assessed under the Solicitors Act 1974 (Part III).