We hope that you will be happy with the high quality service we aim to provide to all our clients. However, should you be unhappy about any aspect of our service, you have the right to complain. In this event, your complaint will be dealt with promptly, fairly and effectively and the purpose of this guidance is to tell you the procedure.
You may complain in writing by letter, e-mail or fax, or verbally. On receipt of your complaint, it will be acknowledged in writing initially.
If you have any queries or concerns about our work for you, please raise them in the first instance with Mr Everett. If that does not resolve the problem to your satisfaction or you would prefer not to speak to Mr Everett, then please contact Mrs Bowie who is a Director of Darwin Bowie Limited.
All Solicitors must attempt to resolve problems that may arise with their services. It is therefore important that you immediately raise any concerns you may have with us. We value our clients and would not wish to think you have any valid reason to be unhappy with us.
An investigation will then be carried out of the circumstances which gave rise to your complaint and wherever possible a timescale will be given for dealing with the matter. Should it be found to be necessary, an appropriate remedy or redress will be offered.
If we are unable to satisfactorily resolve the matter between ourselves, you have the right to complain to the Legal Ombudsman or the Solicitors Regulation Authority.
We are regulated by the Solicitors Regulation Authority and complaints and redress mechanisms are provided through the Solicitors Regulation Authority and the Legal Ombudsman.
All firms of solicitors are obliged to attempt to resolve problems that clients may have with the service provided. It is therefore important that you immediately raise your concerns with us.
If we are unable to resolve any such concerns to your satisfaction within 8 weeks then you are entitled to make a complaint to the Legal Ombudsman –
https://www.legalombudsman.org.uk/ – P.O. Box 6806 Wolverhampton WV1 9WJ.
The Legal Ombudsman investigates complaints about service issues with lawyers.
From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be not later than:
- one year from the date of the act or omission being complained about; or
- one year from the date when the complainant should have realised that there was cause for complaint.
The Legal Ombudsman will retain the ability to exercise discretion to extend the 1 year time limit for specific customers if, on the evidence, it was fair and reasonable to do so.
Complaints about a client’s rights under the General Data Protection Regulation must be submitted to the Information Commissioner’s Office – ico.org.uk.
Any disputes or legal issue arising from our Client Care and Terms of Business will be determined by the law of England & Wales and considered exclusively by the English & Welsh courts.
Solicitors Regulation Authority
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority. The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Timescales
In normal circumstances you are required to register a complaint within one year. You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within 1 year of the of the act of omission being complained off or one year from the date when the complainant should have realised that there was cause for complaint. In summary:
- You must register your complaint with us within one year
- The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint
- After this time, you can contact the Legal Ombudsman but you must do so within 1 year of the act or omission or of you realising there was cause for complaint.
Legal Ombudsman
Telephone: : 0300 555 0333
Solicitors Regulation Authority
Telephone: 0870 606 2555
Should your complaint be in relation to a bill, the Legal Ombudsman may not deal with that complaint if you have applied to the Court for the assessment of that bill. (There may be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors’ Act 1974.)