Our aim is to always provide quality legal advice with a personal service at a fair cost. However, we recognise that on occasions situations may arise where our clients may not be satisfied with the service provided. In such exceptional circumstances we have an efficient complaints procedure in place to ensure that any issues are rectified at the first possible instance.
If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman which is an independent body that handles complaints about legal services. However it is important that you contact us in the first instance to resolve the complaint as the Legal Ombudsman will not consider your complaint if you have not given us sufficient opportunity to resolve your claim. The Legal Ombudsman normally only becomes involved once our internal complaints procedure has been carried out and you are still not happy with the result. There is no charge for their services.
We hope that you will never have reason to complain about our service to you or a bill of costs that we send to you. However, if something does go wrong or the bill appears to be incorrect, please bring it to our attention as soon as you can. We will try to resolve the matter fairly and quickly. We will apologise if need be and do our best to offer a practical solution. The firm’s Complaints Manager is Roberto Carassale who is responsible for this procedure.
Visit the Legal Ombudsman website or contact them on the details provided below:
Address: Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333
If you are a client and we have made a contract with you by electronic means you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service can be found at http://ec.europa.eu/odr. Our email address is firstname.lastname@example.org.