Client Complaints Policy

If a client is unhappy about any aspect of the service they have received or about their bill, then in the first instance they need to take the matter up with the Solicitor with conduct of the case, either by telephone or by post to our Manchester office. The response should be sent within 8 weeks or as sooner if possible.

 

If following the response to this letter or phone call they are still dissatisfied, Mr Hammond, a senior partner of this firm who is not directly dealing with the case, may be contacted directly by the client by post or telephone. A response should be made within two weeks.

 

If following the response to this letter or phone call they are still not satisfied with our handling of the complaint they need to be referred to the Legal Ombudsman to consider the complaint. Normally, they will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about the complaint and the client should be informed of this.

 

The contact details are

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ.

 

Website – www.legalombudsman.org.uk

Tel – 0300 555 0333

E-mail – [email protected]