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We are committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.
You can contact us in writing or by speaking with our complaints partner, Tim Dysterre-Clark.
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
We have eight weeks to consider your complaint.
We will write to you as soon as possible, usually within five working days acknowledging your complaint, and providing information as to how your complaint will be handled and in what time you will be given an initial and/or substantive response.
We will investigate your complaint. This will usually involve reviewing your complaint, reviewing your file(s) and other relevant documents, and speaking with the person who dealt with your matter.
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 20 working days of the date of our letter of acknowledgement.
If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.
If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:
You must usually refer your complaint within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the website: www.legalombudsman.org.uk.
Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
We will not charge you for handling your complaint.
Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
The Legal Ombudsman service is free of charge.