1. We pride ourselves in providing a high-quality service to our clients at all times. If, however, you are dissatisfied with any aspects of the Services provided, in the first instance please contact our managing partner, Mark Goodwin.
2. We are authorised and regulated by the Solicitors Regulation Authority (“SRA”) and operate a complaints procedure which complies with the requirements of the SRA a copy of which is available on request. If for any reason we are unable to resolve your concerns, in certain circumstances, depending on your status and circumstances, you may be able to refer the matter to the Legal Ombudsman. You can check your eligibility to make a complaint to the Legal Ombudsman through its website www.legalombudsman.org.uk. If you qualify you have the right to refer the matter to the Legal Ombudsman within six months of receiving a final written response from us notifying you of this right. A complaint must ordinarily be referred to the Legal Ombudsman within one year of the act or omission giving rise to the complaint or within one year from the date when you should reasonably have known there were grounds for complaint. The Legal Ombudsman retains the ability to exercise discretion to extend the one year time limit for specific customers if on the evidence, it was fair and reasonable to do so. The Legal Ombudsman is an independent public body responsible for resolving complaints about legal services. The Ombudsman scheme is administered by the Office for Legal Complaints.
3. We are required to comply with the SRA Code of Conduct (a copy of which can be found at www.sra.org.uk/solicitors/standards-regulations/code-conduct-firms and www.sra.org.uk/solicitors/standards-regulations/code-conduct-solicitors. If you consider we have failed to comply, you may have the right to complain to the SRA (www.sra.org.uk/consumers/problems/report-solicitor/)
4. You may also have the right to apply to the court for an assessment of your invoice under Part III of the Solicitors Act 1974.