How we deal with you
We want our clients to be happy with the services we provide, and to be happy that those services are cost effective.
Solicitors services are not cheap and we know that costs can mount up, so we will discuss costs with you from the outset, and throughout our engagement. We know how important costs are to our clients.
Quotes, pricing, and engaging us.
We want you to find us helpful, easy to deal with, and cost effective.
If, whether or not following a quote, you decide that you would like to use our services, we will send you an engagement letter which contains our terms and conditions of business, including pricing and billing information, and information on how we deal with complaints.
That means you have the full picture before you decide whether or not to engage us.
The engagement letter can of course include any specific frequency of cost reporting that you agree with us.
The Solicitors Regulation Authority rules require us to publish price and service information on our website for the services listed in the bullet points below, if we provide those services:
- Conveyancing (residential)
- Probate (uncontested)
- Motoring offences (summary offences)
- Immigration (excluding asylum)
- Employment tribunals (unfair or wrongful dismissal)
- Debt recovery (up to £100,000)
- Licensing applications (for business premises)
We don’t currently offer the services in the list above. We primarily focus on commercial, contract, technology, data, and non-contentious intellectual property work. We also offer secondments to cover gaps in in-house teams or for projects, from lawyer level to General Counsel.
Please note that the reference to licensing applications broadly speaking relates to the sale or supply of alcohol, the provision of public entertainment, or the provision of late-night hot food and drink. The reference to licensing applications does not include for example software licensing or intellectual property licensing. We do offer services for software and intellectual property licensing.
If you are not happy with our service.
We do of course want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should tell us right away, so that we can do our best to resolve the problem. We want to fix the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case.
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.
What to do if you have made a complaint and we cannot resolve it.
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves.
They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint; and
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ