Complaints Procedure
Brodie and Company Solicitors always aim to deal with each matter in a fair, legal and reasonable way. We are required to undertake the work on your behalf in a manner that must comply with laws and rule that are set by the Ministry of Justice, the Court and government. The costs of dealing with your matter must be reasonable and proportional to issues that are specific to your case.
Types of Complaints
Typically within law, there are two types of complaints. These are usually about quality of service and bills.
We seek to provide you with a good quality service. We recognise that our firm depends on our relationship with you. We therefore seek to address any concerns appropriately and fairly.
Our firm’s bill may also be the subject of complaint independent of your right to object to the bill by applying to the court for an assessment of the bill under Part III of Solicitors Act 1974. We must point out that if all or part of the bill remains unpaid, we are entitled to charge interest.
Procedure
If you have concerns about the matter in which, we are dealing with for you, the first point of contact is the person who is dealing with the matter. That person must respect your concerns and respond to them sensitively.
If you are not satisfied with the response, you should then complete and return a Complaint Form which is available on request. John Brodie in his capacity of Partner, will consider your complaint. Clients of John Brodie will have their Complaint Forms forwarded onto our Consultant, Ray Roberts, at no cost to you.
A “Formal Response to Your Complaint” will be sent to you within 8 weeks of you returning the Complaint Form.
Legal Ombudsman
If you feel that your complaint has not been satisfactorily resolved, you have the right to complain to the Legal Ombudsman within 6 months of our firm providing you with the Formal Response to Your Complaint. For more information about the Legal Ombudsman, you contact them via:
Website: www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.
