We hope that you will find the firm’s service to be satisfactory and efficient.
We are committed to high quality legal advice and client care. If you are, however, unhappy about any aspect of the service you have received or about the bill, please use our Complaints procedure below:
Our Complaints Procedure
Initially please contact Marie Huntley at firstname.lastname@example.org with details of your concern.
We will usually acknowledge your complaint within 3 working days and will investigate that complaint and supply our response as soon as possible and in any case within 8 weeks.
Legal Ombudsman Service
If after that you are not satisfied with our response you may refer your complaint to the Legal Ombudsman Service at https://www.legalombudsman.org.uk/how-we-work/consumer-journey/ or by calling them on 0300 555 0333 or by emailing them at email@example.com
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. The complaint must relate to services which we have provided, or refused to provide to one of the relevant complainants described below:
To complain to the Legal Ombudsman you must be one of the following: a) an individual; b) a business or enterprise that was a micro-enterprise when you made your complaint to us; c) a charity that had an annual income net of tax of less than £1 million when your referred your complaint to us, d) a club/association/organisation, the affairs of which are managed by its members/a committee/a committee of its members, that had an annual income net of tax of less than £1 million when you referred your complaint to us; e) a trustee of a trust that had an asset value of less than £1 million when your referred your complaint to us f) a personal representative or beneficiary of the estate of a person who, before he/she died, had not referred the complaint to the Legal Ombudsman. For (e) and (f) the services to which the complaint relates must have been provided by us to a person – a) who has subsequently died; and b) who had not by his or her death referred the complaint to the ombudsman scheme
Complained of services
The complaint must relate to services which the authorised person: a) provided to the complainant; or b) provided to another authorised person who procured them on behalf of the complainant; or c) provided to (or as) a personal representative/trustee where the complainant is a beneficiary of the estate/trust24; or d) offered, or refused to provide, to the complainant.
Complaints to the Solicitors Regulation Authority
As a regulated firm we are required to comply with the SRA Code of Conduct which can be found at https://www.sra.org.uk/solicitors/standards-regulations/code-conduct-solicitors/
If you have complained to us about a breach of the Code of Conduct ( such as dishonesty, fraud, or discrimination) and you are not satisfied with our response you may report us to the SRA using the reporting form on the SRA website at https://www.sra.org.uk/consumers/problems/report-solicitor