If for any reason at any time, you are not satisfied with the service being provided to you or you have a complaint about the firm’s invoice, you should in the first instance,immediately contact the partner/consultant supervising your file and we will try toresolve any issues you may have.
If you are not satisfied with the responses received from the person named in theprevious paragraph, you may refer your complaint to Marco Frank, Senior Partner at Frank & Co Solicitors whose direct telephone number is 0207 224 3837 or email firstname.lastname@example.org.
Mr Frank is responsible for ensuring that complaints are handled effectively and inaccordance with this procedure. This procedure will also apply to prospective clients whom we have refused to provide a service to or persistently or unreasonably offered an unwanted service to but only if the complainant has evidence to show that we did not have reasonable grounds to do so.
We keep a file / register of all complaints. The register/file include all the required details and the register is signed off when the complaint has been finalised.
The Legal Ombudsman is an independent body established by the Legal Services Act 2007 to deal with complaints against Solicitors.
The Legal Ombudsman deals with complaints by consumers and very small businesses. This means some clients may not have the right to complain to the Legal Ombudsman, e.g. charities or clubs with an annual income of more than £1m,trustees of trusts with asset value of more than £1m and most businesses (unlessthey are defined as micro-enterprises). This does not prevent you from making a complaint directly to us about the service you have received or about the bill.
The Legal Ombudsman may:
Before it will consider a complaint the Legal Ombudsman generally requires that the firm’s internal complaints procedure has been exhausted. If the Legal Ombudsman is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further.
The Legal Ombudsman’s contact details are:
Address: PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333
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.