My firm is committed to providing a high quality legal service to all its clients and to being transparent about all charges.

If you have a complaint about any aspect of my firm’s services or invoices, then please contact Mark Robinson with the details. This will give me an opportunity to resolve your complaint. Where your matter is ongoing, my firm will not treat you or your matter negatively because of your complaint.

What will happen next?

  1. I will send you an acknowledgement of your complaint within 5 days. The acknowledgement will contain:

    • a summary of your complaint;

    • a request for additional information (where necessary to fully understand your complaint);

    • details of the process by which I will consider your complaint;

    • the date by which you will receive my substantive response to your complaint; and

    • a copy of this complaints procedure.

  2. My substantive response will be provided by the date specified in my initial acknowledgement, and it will contain:

    • a summary of your complaint;

    • details of the steps I have taken to consider your complaint;

    • the conclusions from my consideration of your complaint;

    • my proposed steps (if any) for resolving your complaint;

    • an invitation to meet with me in order to discuss the initial outcome of the complaints process.

  3. Within 7 days of any meeting to discuss my substantive response, I will send you my summary of the final outcome of the complaints process (including any points arising from our meeting).

What happens if I am still not satisfied?

Legal Ombudsman: the Legal Ombudsman can help you if my is firm has been unable to resolve your complaint. The Legal Ombudsman will look at your complaint independently. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with my firm first. If you have, then you must take your complaint to the Legal Ombudsman within 6 months of receiving my firm’s summary of the final outcome of its complaints process (and this must also be no more than 6 years from my firm’s act or omission, and no more than 3 years from when you should reasonably have known that you had cause for complaint).

The contact details for the Legal Ombudsman are:

Visit: www.legalombudsman.org.uk Call: 0300 555 0333 Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Solicitors Regulation Authority: The Solicitors Regulation Authority can help you if your complaint is about my firm’s behaviour (so things like acting dishonesty, or treating you unfairly because of your age, gender, disability, ethnic background or other characteristic).

The contact details for the Solicitors Regulation Authority are:

Visit: https://www.sra.org.uk/consumers/consumers.page Call: 0370 606 255 Email: report@sra.org.uk

The Cube
, 199 Wharfside Street, Birmingham
 B1 1RN.

Court Assessment: if your complaint concerns an invoice, then you can apply to the court for an assessment of the amount charged (under Part III of the Solicitors Act 1974).