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Freeths - Law firm

Complaints

We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

If you have a complaint about the service we have provided you please follow this procedure:

Step One: Please try and resolve your complaint by speaking with the lawyer assigned to work for you.

Step Two: If you are not satisfied with the way he/she deals with your complaint please contact the Head of Department / Office named in your client contract (letter of engagement).

Step Three: If you then feel that we have still not dealt with your complaint satisfactorily please write to the Complaints Partner named in your client contract (letter of engagement).

If you do not have a letter of engagement or client contract please either write to Charles Powell, Head of Risk and Compliance, at Cumberland Court, 80 Mount Street, Nottingham NG1 6HH or email complaints@freeths.co.uk with details of your complaint.

At Steps Two and Three the following timetable will apply:

1.  We will acknowledge receipt of your complaint within seven days of receiving it.
2.  We will investigate your complaint within 28 days of receiving it. This will involve reviewing the response of the person who acted for you and reviewing the file. We may also want to discuss the complaint with you either on the telephone or at a meeting. We will write to you with a detailed response to your complaint and with any suggestions we have for resolving it to our mutual satisfaction.
3.  If we do not hear from you within 28 days we will assume that you are happy with the outcome of our investigations.
We will make every effort to comply with these timescales. If there are circumstances which will mean it is difficult for us to comply with them, eg illness or holiday of key individuals, we will write to tell you.

We will make every effort to comply with these timescales. If there are circumstances which will mean it is difficult for us to comply with them, eg illness or holiday of key individuals, we will write to tell you.

Legal Ombudsman
If after that you are not satisfied with the way we have handled your complaint you may be able to ask the Legal Ombudsman to consider the complaint. This applies if you are an individual, a business with fewer than 10 employees, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman).

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, you must take your complaint to them within six months of receiving a final response to your complaint from us and:

  • no more than six years from the date of the act (or failure to act); or
  • no more than three years from when you should have known about the complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm
Email: enquiries@legalombudsman.co.uk
Write: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

Solicitors Regulation Authority
The Solicitors Regulation Authority can also help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing money or treating you unfairly because of your age, a disability or another characteristic. You can raise your concerns with the Solicitors Regulation Authority.

Other
If we are not able to settle your complaint, and it relates to a contract we entered into with you online or by other electronic means, you may be able to send your complaint to a certified alternative dispute resolution (ADR) provider in the UK via the EU ‘ODR platform’.

The ODR platform, which is available for disputes in the UK and abroad, is an interactive website for consumers and traders who want to sort out disputes relating to online contracts for goods or services.

The website address for the ODR platform is http://ec.europa.eu/odr/

There are other complaints bodies (such as ProMediate) which are competent to deal with complaints about legal services if both you and we agreed to use this type of scheme. However, we believe the Legal Ombudsman’s scheme is the most suitable and so would not agree to use another complaints body.

Client service

‘Doing the right thing’ is at the heart of Freeths. Find out more about our excellent client service and the strong set of values that guide the way we work.

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Talk to us

Freeths are a leading national law firm with 13 offices across the UK. If you have a query about our services or just want to find out more, why not give us a call?

Contact: 03301 001 014

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