If you are unhappy about any aspect of the service you have received or about any invoice you should contact your relationship manager (you will find their name in your client agreement) in writing or by telephone with full details of your complaint. We will investigate the matter promptly and thoroughly and provide a written response. We will also provide a copy of our complaints procedure on request.
If for any reason we are unable to resolve any problem between us you may be entitled to complain to the Legal Ombudsman who can be contacted by post at PO Box 6806 Wolverhampton WV1 9WJ or by e-mail at firstname.lastname@example.org or by telephone on 0300 555 0333.
You should allow us at least 8 weeks to resolve your complaint or have received our final response letter before taking your complaint to the Legal Ombudsman. The time limit for referral of complaints to the Ombudsman is six months from the date of our final response letter. Please note in addition that any referral to the Ombudsman must be made no later than six years from the act or omission complained of or, if outside this period, three years from when you should reasonably have known there was cause for complaint. See www.legalombudsman.org.uk for further information about the timeframe and eligibility for the Ombudsman service. If your complaint concerns an invoice you may also apply to the court for an assessment under Part III of the Solicitors Act 1974.
You can also raise your concerns with the Solicitors Regulation Authority if you are concerned about this firm’s professional conduct.