Client Care, Comments and Complaints
Client care and communication
You will have seen in other pages on our website of our commitment to providing a high quality service to all our clients. To enable us to continue to maintain and improve on this standard we welcome comments and criticism and at every case conclusion we send a client feedback questionnaire.
All comments, compliments and criticisms are fed back to the relevant lawyers and their support teams so we can all benefit. Should you find that you have cause for complaint on any issue please speak to your lawyer in the first instance. If your lawyer cannot resolve matters, please ask to speak to Simon Long (Managing Partner) email@example.com or Emma McNally (Assistant Practice Manager) firstname.lastname@example.org, who will be happy to provide you with a copy of our complaints procedure and will also endeavour to resolve your complaint and also give you guidance as to further escalation if appropriate to the Office of the Legal Services Ombudsman.
If you wish to refer your complaint to the Legal Ombudsman, their time limits for investigating complaints are:
- Within six months of receiving a final response to your complaint
- Six years from the date of act/admission; or
- Three years from when you should reasonably have known there was cause for complaint (if the act took place more than six years ago).
Call 0300 555 0333
For minicom call: 0300 555 1777
PO Box 6806
Alternative complaints bodies (such as: Ombudsman Services www.ombudsman-services.org or ProMediate www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
The professional rules by which we operate and are regulated can therefore be found by visiting www.sra.org.uk
Our professional indemnity insurers are AmTrust Europe Limited and contact with them is via our brokers Howden Windsor Insurance Brokers Limited, telephone number 020 7133 1400.
We are open from 9-5.30pm Monday to Friday. You are also welcome to contact us initially using our online enquiry form.