Raising concerns
If you are unhappy about any aspect of the service you have received, or about the bill, please contact our Complaints Partner, Matthew Taylor by email ([email protected]) or by post to Mr Matthew Taylor, THB Sols LLP, Hampton House, 137 Beehive Lane, Great Baddow, Essex CM2 9RX. Making a complaint will not affect how we handle your case.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve the Complaints Partner reviewing your matter file and speaking to the member of staff who acted for you.
- Where appropriate, we may elect to convene a meeting or telephone discussion with you.
- You will be sent a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days of sending you the acknowledgement latter.
- If you are still not satisfied, you should contact us again to review our decision. We may, at our entire discretion, arrange for another Partner within the firm to review the decision. We will confirm our final position on your complaint within 14 days of receiving your review request.
- If you remain dissatisfied with our handling of your complaint (or fail to respond within 8 weeks of your complaint) you can ask the Legal Ombudsman to consider the complaint. We would hope that this does not become necessary and that we can resolve matters between ourselves.
Contact details are as follows:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
0300 555 0333
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned, or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
If we have to change any of the above timescales we will let you know and explain why.
Complaints in relation to bills
The procedure above also applies to complaints arising concerning our bill. There may also 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; The Legal Ombudsman may not consider a complaint about a bill if you have applied to the Court for assessment of that bill.
Raising concerns with our regulator
The Solicitors Regulation Authority (SRA) 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 find information about raising your concerns with the SRA at: www.sra.org.uk/consumers/problems/report-solicitor
