Our
client care policy
All our clients are important to us and we aim to provide them
with the best possible service. In every case, we will try at
the outset to give you a general appraisal of the problem (if
there is a problem), to outline the best strategy for dealing
with it and to tell you what expenditure (including our own fees
and out-of-pocket expenses) you are likely to incur. We will normally
confirm our advice in writing. As your case progresses, we will
reappraise it from time to time. Our main concern is always that
you should know what is going on, that you are aware of the costs
incurred and that the case in general is well under control and
seen to be well under control.
Our
charging policy
In some cases, it may be possible for us to give you a fixed quotation.
In that case, we will explain what is or is not included in the
price. Where a fixed quotation cannot be given, we will tell you
what our charging rates are, what kind of expenditure you should
budget for and what variable factors or contingencies you should
have in mind.
Authorised and regulated by the Solicitors Regulation Authority No 344440. A copy of their Code of Conduct can be downladed here. |
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Queries,
concerns and complaints
The best-run firm will receive concerns or even complaints about
the service being provided. We take any complaint extremely
seriously. The fact that it has been made at all usually suggests
that there has been at least a failure in communication. If
you have a concern or complaint, please, in the first instance,
raise it with the person dealing with your matter. Usually it
will be resolved satisfactorily at that stage. If not, however,
or if you would prefer to deal with someone else, then please
speak to one of the partners (including our senior partner).
If you should need to make a complaint to this firm that has been dealt with under our Internal Complaints Procedure and you remain unhappy with our response, you may be able to ask the Legal Ombudsman (LeO) to consider your complaint.
If you need to contact the Legal Ombudsman you should call 0300 555 0333, email them at enquiries@legalombudsman.org.uk or write to them at PO Box 15870, Birmingham B30 9EB. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from this firm about your complaint.
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