We are committed to providing high-quality legal advice and client care. If you are unhappy about any aspect of the service you receive or about any bill we have submitted to you, please contact Tim Bienias on firstname.lastname@example.org or by post to Clintons, 55 Drury Lane, London WC2B 5RZ. We have a written procedure that sets out how we handle complaints. To view that procedure, please click here.
We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman. If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman's contact details are:
- PO Box 6806, Wolverhampton, WV1 9WJ
- telephone 0300 555 0333
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint, or within six years of the occurrence of the act or omission about which you are complaining (or if outside of this period, within three years of when you should reasonably have been aware of it). Generally, the Legal Ombudsman deals with complaints relating to acts or omissions that happened after 5 October 2010.
The Legal Ombudsman deals with complaints by consumers and very small businesses. This means some clients may not have the right to complain to the Legal Ombudsman, eg charities or clubs with an annual income of more than £1m, trustees of trusts with asset value of more than £1m and most businesses (unless they are defined as micro-enterprises). This does not prevent you from making a complaint directly to us about the service you have received or about any bill you have recived.
If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to a certified alternative dispute resolution (ADR) provider in the UK via the EU ODR platform. The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, ie where you have instructed us in your personal capacity and for purposes outside your trade, business, craft or profession.
Information about reporting an individual or firm to the SRA is available on the SRA website. If you have any concerns about our behaviour or professional conduct you can raise these with the SRA. Please note that the SRA does not deal with complaints about poor service.