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We are committed to providing high-quality legal services to all our clients. If something goes wrong, we need you to tell us about it. This will help us improve our standards.
If you have a complaint, please contact us with the details. You can reach us by email on firstname.lastname@example.org, or in writing, by telephone or in person at any of our offices.
What happens next?
Contacting the Legal Ombudsman
If your complaint has not been resolved within 8 weeks or you are still not satisfied, you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must be made within six months of our final response or within 6 years of the act complained of or if later within 3 years of you first knowing of the problem. There are also limits on who can complain, for example the scheme does not cover most businesses (unless they are defined as micro enterprises, charities or clubs with an annual income of less than £1m, or trustees of trust with asset value of less than £1m). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or email@example.com or legalombudsman.org.uk
Complaints about our fees
If you have a complaint about our fees you may have the right to apply to the court for assessment of the bill (under Part III of the Solicitors Act 1974) although you may have to pay interest if all or part of the bill remains unpaid.
Alternative complaints bodies
Alternative complaints bodies such as Ombudsman Services (www.ombudsman-services.org), ProMediate (www.promediate.co.uk) and Small Claims Mediation (www.small-claims-mediation.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. Some of these schemes charge for their services. We may agree to use such an alternative scheme and will consider each case individually.
Online Dispute Resolution
The ODR platform is an interactive website (webgate.ec.europa.eu) offering a single point of entry to consumers and traders seeking to resolve disputes. It is intended to facilitate the independent, impartial, transparent, effective, fast and fair out-of-court resolution of disputes between consumers and online traders.
The Solicitors Regulation Authority (‘SRA’) 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 contact the SRA at www.sra.org.uk/consumers/problems/report-solicitor.page.
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