Our Complaints Policy

Jan Samuel (Senior Partner) is the person who is primarily responsible for our complaints handling procedure.

A complaint is any expression of client dissatisfaction, however it is expressed.

We are committed to providing a high-quality legal service to all our clients. Although it happens very rarely, when something goes wrong, we need you to tell us about it. This will help us to improve our standards.


Our Complaints Procedure

If you have a concern or a complaint please contact us as soon as you are aware of the problem so that this can be addressed.  You may complain in writing to Jan Samuel.  In the event that the complaint relates to this Partner you may complain to Judith Thompson (Partner).  We will always endeavour wherever practicable to deal with your complaint independently.

Complaints should be raised within one year of discovering the cause for complaint.

Clients have the right to complain about or challenge a bill. Clients can challenge a bill by applying for an assessment of the bill under Part 111 of the Solicitors Act 1974. Clients should note that the Legal Ombudsman may not consider a complaint about the bill if a client has applied to the Court for assessment of the bill.


What will happen next?

Jan Samuel (or whoever is dealing with the complaint) will send you a letter acknowledging your complaint within seven days of your raising your concerns, confirming that the complaint is being investigated. You may at this stage be asked for clarification of your complaint.

Your complaint will be investigated which will normally involve reviewing your matter file and speaking to the member of staff who acted for you.Within 6 weeks you can expect to receive a written response to your complaint or an invitation to a meeting to discuss and, it is hoped, resolve your complaint.

If there is a meeting to resolve the complaint, we will write to you within seven days of the meeting to confirm what took place and any solutions agreed with you.

At this stage, if you are still not satisfied you should contact us again to explain why you remain unhappy with our response, we will review your comments and we may at this stage arrange for another Partner to review the decision.We will write to you within 3 weeks of receiving your request for a review confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied, you can contact the Legal Ombudsman about your Complaint, by sending a letter to PO Box 6806, Wolverhampton WV1 9WJ, or by calling 0300 555 0333. Alternatively you can email enquiries@legalombudsman.org.uk or visit their website at www.legalombudsman.org.uk.

Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us about your complaint. The Legal Ombudsman will provide you with further guidance about its services.

We will record your complaint and outcomes in our central register. This will help us to review any procedures and help us to improve our standards.

If we have to change any of the timescales above, we will let you know and explain why.

If you need any further details about our complaints procedure, contact us today. 


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