We operate an internal complaints handling system. If for any reason we are unable to resolve your complaint, then the Solicitors Regulation Authority and the Office for Legal Complaints provide complaints and redress mechanisms.
Our formal complaints procedure will be copied to you on request. Any complaint about our work or about our bills should be notified to Mrs Davies as soon as possible by telephone, letter or email. She will give it her immediate attention and respond in writing.
If after we have responded to your complaint, or after 8 weeks, you are not happy with the outcome, you have the right to send your complaint to the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ, telephone number 0300 555 0333 (9.00am to 5.00pm), or email firstname.lastname@example.org. Alternatively, we may jointly seek the services of a suitable mediation service provider to assist us in reaching a settlement acceptable to both parties.
Any complaint to this firm or to the Legal Ombudsman must be made within 12 months of your first becoming aware of the complaint.
You may also have the right to object to our bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. Note: the Legal Ombudsman cannot deal with a complaint about a bill if you have already applied to the court for an assessment of it.
You also have the right to raise any complaint about the firm with the Solicitors Regulation Authority. Full details about your rights and how and when to raise a complaint can be found here: https://www.sra.org.uk/consumers/problems/report-solicitor/