We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance please contact Louisa Ghevaert by email email@example.com or by telephone +44 (0)20 79658399, who will aim to acknowledge your complaint within two working days and investigate the issues within 14 days of receiving the complaint.
On conclusion of the investigation, Louisa will invite you to a meeting or discuss the issues by telephone. Louisa will then confirm the outcome of the meeting or telephone conversation in writing within three working days. Alternatively, if a meeting or telephone discussion is not possible or required Louisa will investigate the issues and write to you confirming the outcome within 21 days.
If it is not possible to adhere to the deadlines indicated above, Louisa will write to you explaining why and will provide a new date by which you will receive further contact.
Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority.
What do to if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman effective from 1 April 2023:
- Within six months of receiving a final response to your complaint, and
- No more than one year from the date of act/omission; or
- No more than one year from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
If your complaint is about the reasonableness of our charges, you can apply to the Court for a detailed assessment of those charges under Part III of the Solicitors Act 1974. If accepted for assessment, the Court will assess, not only the charges, but also the costs of assessment, and will certify what is due to, or payable by, us in respect of our charges, and the costs of assessment. An application for an assessment of costs must normally be made within 12 months of the delivery of our invoice, or in exceptional circumstances longer and on such terms as the Court may think fit. Please see sections 70, 71 and 72 of the Solicitors Act 1974 for further details.
Dated 20 March 2023