Complaints Procedure

Complaints Procedure

If at any time you are dissatisfied with any aspect of our service, including a bill, you are entitled to make a complaint. Please contact Marty Burn or Justin Godbolt as soon as possible. In normal circumstances you are required to make a complaint within one year, and give us 8 weeks to try to resolve your complaint. In any event, any complaints will be promptly investigated and we will respond in writing to you.

There may also be a right to object to the bill by making a complaint to the Legal Complaints Service or the Office of Legal Complaints, and/or by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. If all or part of a bill remains unpaid the firm may be entitled to charge interest.

The above constitutes the firm’s complaints procedure. If you are an individual or a small business or organisation, at the conclusion of our complaints process you have a right to complain to the Legal Ombudsman. The Legal Ombudsman will only look at a complaint if you have first made a complaint to this firm and waited eight weeks for a response. If you are not happy with our response you should contact the Legal Ombudsman no later than six months after receiving our final response to the complaint, and no later than six years from the date of the act/omission complained of or, where later, no more than three years from when you should reasonably have known there was cause for complaint. Before accepting a complaint for investigation the Legal Ombudsman will usually check that you have tried to resolve your complaint with us first and that the complaint falls within their jurisdiction as set out in their scheme rules. If you wish to complain to the Legal Ombudsman or are in doubt as to whether you have the right to, contact the Legal Ombudsman at PO Box 6808, Wolverhampton, WV1 9WY, or on 0300 555 0333 or through www.legalombudsman.org.uk.

Misconduct Allegations

If your concern is about professional misconduct, such as dishonesty or discrimination, rather than the way in which we have provided a service, please do discuss this with us, by contacting either Justin Godbolt or Marty Burn. We take any such allegation very seriously and would welcome the opportunity to discuss this with you. If we are unable to resolve your misconduct concerns, you are entitled to refer the matter to the Solicitors Regulation Authority.

Visit the SRA’s website at https://www.sra.org.uk/consumers/problems/report-solicitor page for details of how to submit a report.