One of the best ways to gauge the quality of the service we provide is by the feedback we receive from our clients. Any letters of thanks received from clients will be referred to the fee earners concerned and placed on their personnel file.
However, we are equally interested to hear from anyone who feels unhappy with the service that we have provided. As well as helping us to identify how the firm can improve the service it provides, it also allows the firm the opportunity to address the concerns that an individual has.
If you have concerns that you wish to raise with us please address them to the person with supervision of your case in the first instant. If you remain dissatisfied with their actions then you should contact our complaints handling manager Lawrence Lederman at email@example.com who will advise you of what steps the firm will take to investigate your complaint and the normal timeframes for that to happen.
If we are unable to resolve your complaint to your satisfaction you can refer the matter to the Legal Ombudsman in circumstances where the complaint relates to the quality of the work we did for you or if you believe our charges are unjustified.
Alternatively, the SRA may be approached in the event that your complaint relates to an issue of honesty or in the event that you believe a solicitor has acted in contravention of the regulations governing solicitor’s behaviour.