A copy of any letter you send should also be addressed to our Head of Practice Management, Morna Bunce, who will do her best to assist with any queries you may have. We have a written complaints procedure which is available upon request.
In the case of a complaint about a bill, there might also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. However, we would point out that if all or part of a bill remains unpaid, we may be entitled to charge interest – any such entitlement being set out in the Billing Arrangements section of our client care letter.
If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Its website is at: www.legalombudsman.org.uk. That organisation is the statutory body to whom you may refer your complaint once we have concluded our professional obligation to try and resolve it. The time limit for you to bring a complaint to the Legal Ombudsman is six months from our final response to the complaint. There are two additional time limits: The Legal Ombudsman will accept complaints up to six years from the date of the act/omission, or three years from when you should have known about the complaint. The Legal Ombudsman can be contacted at:
Legal Ombudsman: PO Box 6806, Wolverhampton, WV1 9WJ
Telephone number:0300 555 0333 Email:firstname.lastname@example.org
Online Dispute Resolution (ODR). If you are a client and we have made a contract with you by electronic means (website, email, etc.) you may be entitled to use an EU online dispute resolution service to assist with contractual disputes should any arise. Details of this service may be found at http://ec.europa.eu/odr.
Alternative Dispute Resolution (ADR) Alternative complaints bodies, such as Ombudsman Services (https://www.ombudsman-services.org/), ProMediate (http://www.promediate.co.uk/) and Small Claims Mediation (http://www.small-claims-mediation.co.uk/) exist which deal with complaints about legal services should both you and our firm wish to use such a scheme.
It is not our policy to make any charges for assisting in resolving client care issues.