Quality of Service

For your information about complaints/quality of service please see below information given by all of our case handlers to all clients by letter/email at the start of any case.

If you have any concerns about the quality of service you are receiving from me or from this firm generally please discuss your concerns with me so that any misunderstandings can be ironed out easily. If you feel after this that your dissatisfaction has not been resolved the firm has a complaints procedure.

  1. In the event of a problem you are entitled to complain.  You should make your complaint initially to me and you can do this in writing or by phone by requesting an appointment.
  2. You are entitled to make a complaint if you are dissatisfied about this firm’s bill.
  3. The firm has a complaints procedure and you are entitled to a copy of this on request.
  4. You may have the right to object to your legal bill by applying to the Court for an assessment of the bill under Part III of the Solicitors’ Act 1974.
  5. If all or part of a bill remains unpaid the firm may be entitled to charge interest.
  6. If you are not satisfied with the way in which I deal with any complaint you are entitled to take the matter direct to the partner who is responsible for quality of service issues on my cases Adrian Dalton. Complaints about Adrian Dalton should be taken up with partner at the firm Cris McCurley.
  7. If after having exhausted our internal complaints process you are still not satisfied you have the right to complain to the Legal Ombudsman at the conclusion of the complaint process. The Legal Ombudsman can be contacted as follows:-
    2. telephone number 0300 555 0333 (9.00 – 17.00)
    3. PO Box 6806 Wolverhampton WV1 9WJ
    4. NGT Lite 18001 0300 555 0333
    5. Minicom 18002 0300 555 0333

The Legal Ombudsman requires complaints to be brought:-

i            within 6 years of the date of the act/omission about which you wish to complain or

ii          3 years from the date you should reasonably have known there were grounds for a complaint (if the act/omission took place before the 6 October 2012 or was more than 6 years ago) and

iii        Within 6 months of your receiving a final response from us about your complaint so long as our complaint procedure has been compliant with the rules of the scheme operated by the Legal Ombudsman.

8. Alternative complaints bodies (such as Ombudsman Services at exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme in the event we are unable to resolve any complaint via our internal complaints service.