Complaints Proceedure
If you are unhappy about any aspect of the service you have received, or about any invoice you have received, we will provide a copy of our complaints procedure on request. You should then contact in writing or by telephone, with details of your complaint, either:
(a) the person within this firm dealing with your matter; or
(b) if you would prefer, or if it would be more appropriate, either Mr Lawrence Gibbons or Mr Paul Barnes.
We will investigate the matter promptly and thoroughly and provide a written response. If you are still unhappy, we will refer the matter to a further partner of the firm, who will review the handling of your complaint and report back to you in writing.
If for any reason we are unable to resolve any problem between us you may be entitled to complain to the Legal Ombudsman who can be contacted at PO Box 6167 Slough SL1 0EH or by e-mail or by telephone on 0300 555 0333. The Ombudsman will usually expect you to allow us at least 8 weeks to resolve the matter. The time limit for referral of complaints to the Ombudsman is 6 months from the date of your last contact with us. See their website for further information about the timeframe and eligibility for the Ombudsman service. If your complaint concerns an invoice you may also apply to the court for an assessment under Part III of the Solicitors Act 1974.