If you are unhappy about any aspect of the service you have received or about any invoice you should contact your relationship manager 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 you are still unhappy, you should refer the matter to our Senior Partner, Clare Hyland, who will review the handling of your complaint and report back to you in writing.
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 at PO Box 6806 Wolverhampton WV1 9WJ or by e-mail at enquiries@legalombudsman.org.uk or by telephone on 0300 555 0333. The Ombudsman will usually expect you to allow us at least 8 weeks to resolve the matter. The time limit for referral of complaints to the Ombudsman is six months from the date of your last contact with us. 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 raise your concerns with the Solicitors Regulation Authority if you are concerned about this firm’s professional conduct.’ at the end of the Complaints section highlighted below.