We aim to provide all our clients with an efficient and effective service and are confident we will do so in this case. There are occasions, however, when communications break down which can cause difficulties to arise.
We do have a procedure for handling complaints that clients may have. If there is any aspect of our service with which you are unhappy, you should initially tell the person dealing with your case. If after discussing the matter with that person the difficulty remains unresolved, you should set out your complaint in writing, to:
Mr Patrick Dorrian (Managing Partner)
2 Tallis Street
Mr Dorrian is the Partner assigned at first instance to deal with any complaints. He will contact you to discuss the matter once he has had the opportunity to consider your file with the member of staff who has been dealing with it. This can include a complaint about your bill.
You also may have a right to object to the bill by making a complaint to the Legal Complaints Service or the Office of Legal Complaints, and/or by applying to the Court for an assessment of the bill under Part III of the Solicitors Act 1974.
If all or part of a bill remains unpaid, the firm may be entitled to charge interest.
You may obtain a copy of our Complaints Procedure from any of our offices or it can be sent upon request.
You have the right go to the Legal Ombudsman (LeO), if you are still dissatisfied at the conclusion of our internal complaints process.
The Legal Ombudsman (LeO) contact details are:
- PO Box 6806, Wolverhampton WV1 9WJ
- 0300 555 0333 (Telephone)
- firstname.lastname@example.org (E-mail)
- http://www.legalombudsman.org.uk (Web site)
- +44 121 245 3050 (Calling from overseas)
TIME LIMITS ON COMPLAINTS TO THE LeO
A complaint to the LeO must usually be made within six months of your having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which you are complaining occurring; or within one year from when you should have known about or become aware that there were grounds for complaint.