All our clients are important to us and we aim to provide them with the best possible service. In every case, we will try to give you a general appraisal of the legal issues to outline the best strategy for dealing with it and advise you what expenditure (including our own fees and out-of-pocket expenses) you are likely to incur. We will normally confirm our advice in writing. As your case progresses, we will reappraise it from time to time.We appreciate that it is important for clients to know what is happening at each stage of their transaction and we ensure that they do.
Our charging policy
In many cases, it may be possible for us to give you a fixed price quotation. In that case, we will explain in writing what is or is not included in the price. Where a fixed quotation cannot be given, we will tell you what our charging rates are, what kind of expenditure you should budget for and what variable factors or contingencies you should have in mind.
We are authorised and regulated by the Solicitors Regulation Authority No 344440. A copy of their Code of Conduct can be downloaded here.
Queries, concerns and complaints
Even the best-run firm may occasionally receive concerns or even complaints about the service being provided. We take any complaint extremely seriously. The fact that it has been made at all usually suggests that there has been at least a failure in communication. If you have a concern or complaint, please, in the first instance, raise it with the person dealing with your matter. Usually it will be resolved satisfactorily at that stage. If not, however, or if you would prefer to deal with someone else, then please speak to one of the partners (including our senior partner).
If you should need to make a complaint to this firm that has been dealt with under our Internal Complaints Procedure (in accordance with the guidance by the Solicitor’s Regulation Authority) and you remain unhappy with our response, you should be able to ask the Legal Ombudsman (LeO) to consider your complaint.
If you need to contact the Legal Ombudsman you should call 0300 555 0333, email them at firstname.lastname@example.org or write to them at PO Box 6806, Wolverhampton WV1 9WJ. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from this firm about your complaint.
If you need to contact the Solicitors Regulation Authority you can call 0870 606 2555 or by mail to Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN or on line at http://www.sra.org.uk/home/home.page