COMPLAINTS PROCEDURE (RELATING ONLY TO OUR CLIENTS)

1. This is our Complaints Procedure. It is this firm’s policy to provide a substantive response to any complaint about work that is carried by us within 14 days of receipt. This policy also applies where the complaint is made about a bill although please note that if you want our bill “assessed” by the court, you must request that within one month of receiving the bill.

2. In relation to any complaint you should write to Malcolm Tuvey at our office address. As mentioned above, you can complain about a bill. We do not charge for the cost of handling a complaint.

3. Finally, please note that you have the right to complain to the Legal Ombudsman at the conclusion of our complaints process however you must do this within six months of your last contact with us. For your information you can raise your complaint with the Legal Ombudsman by going to www.legalombudsman.org.uk, by calling 0300 555 0333 or by writing to The Legal Ombudsman, PO Box 15870, Birmingham B30 9E

COMPLAINTS PROCEDURE (RELATING ONLY TO NON CLIENTS)

4. If you are not a client we can only handle your complaint if you believe that we have acted in breach of the SRA Code of Conduct and can specify the breach. Please send your complaint to Malcolm Tuvey at our office address. We will tell you as soon as reasonably practicable if we consider that there has been a breach and apologise if so. If you are still not satisfied, you may ask the Solicitors Regulation Authority to investigate our conduct:

https://www.sra.org.uk