Lloyd Donnelly prides itself on giving our clients the very highest level of service, but if there is anything you are not happy about, then please let us know straight away. If there is any aspect of our service that you are unhappy with, or you are unhappy with the amount you have been charged, we will either a) meet with you to discuss the substance of your complaint; or b) write to you offering an explanation and try to resolve the difficulty.
If you do make a complaint, we will write to you with details of our Client Complaints Policy. If for any reason we are unable to resolve matters between us, or your complaint is taking longer than 8 weeks to resolve, then we are regulated by the Solicitors Regulation Authority and you may complain to the Legal Ombudsman.
The Legal Ombudsman
The Legal Ombudsman could help you if you are not happy with your solicitor's work or service and need to put things right.
- Not replying to your emails, letters or calls.
- Losing your documents or giving you unclear advice.
- Charging you an amount you are not happy with.
- Not explaining issues properly so you do not understand.
You can contact the Legal Ombudsman as follows:
By telephone: 0300 555 0333 / In writing: Legal Ombudsman, PO Box 6806 Wolverhampton WV1 9WJ / Online: www.legalombudsman.org.uk
Ordinarily, you can ask them to look at your complaint if it meets all three of the conditions below:
- The problem or when you found out about it, happened after 5 October 2010; and
- You are referring your complaint to the Legal Ombudsman within either of the following: Six years of the problem happening; or Three years from when you found out about it; and
- You are referring your complaint to them within six months of our final response.
The Solicitors Regulation Authority
The Solicitors Regulation Authority could help you if you think a solicitor might be dishonest or you have concerns about their behaviour.
- Shutting down their law firm without telling you.
- Dishonesty or deliberately overcharging you.
- Taking or losing your money.
- Treating you unfairly because of your age, a disability or other characteristic.
You can contact the SRA to make a complaint as follows:
By Telephone: 0370 606 2555
Address: The Cube, 199 Wharfside Street, Birmingham, B1 1RN
If your complaint is about your charges, then alternatively you may request the Court carry out an assessment of the fees, under Part 111 of the Solicitors Act 1974. If you wish to make such a request, you must do so within three months after delivery of the bill or within any lesser time specified by us at the time of delivery of the bill. This lesser time cannot be less than one month.