Our client care service expectation.
We aim to provide an efficient, caring and expert legal service. The quality of our work has been recognised by the award of Leicestershire Law Society Small Law Firm of the Year 2018
At the end of each, case matter, we send a questionnaire to our clients asking for feedback about the standard of service they have received. 98% of our clients think our service is Good or Excellent and say they would recommend us to a friend. We hope you will do so too.
However, sometimes things go wrong and you may feel dissatisfied. We do not want you to suffer disappointment in silence. Get in touch with us so we can try and put things right. You may also be dissatisfied about a bill that we send you, and if that’s the case, then let us know.
So what should you do if you are not satisfied with our work?
Please first make the Solicitor/Executive dealing with your claim, aware of your concerns to see what they can do to find a quick solution to your problem. Alternatively, speak to the person who supervises them. You’ll see this information on their profile page.
If the matter is still not resolved please contact the Client Care Manager – Katie Jones who assists in handling complaints on behalf of Jonathan Foster our Client Care partner. You can speak to Katie on the phone (0116 255 1811) and if she is not available, leave a message with a phone number and she will get back to you as soon as she can. Alternatively, you can email her at firstname.lastname@example.org she will see what he can do to find a quick solution to your problem.
If the complaint cannot be solved quickly or is complicated, Katie may ask you to put it in writing setting out a brief history of the issues and then follow the attached Client Complaints Policy.
If you feel that your complaint is about our behaviour and you feel there is a professional issue which Jonathan Foster has not resolved, then you can contact the SRA. https://www.sra.org.uk/consumers/problems/report-solicitor.page.
Alternatively, you can contact the Legal Ombudsman about your complaint at the following address:
PO Box 6806,
For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at email@example.com.
Please note that the Legal Ombudsman has a time limit for registering a complaint which runs from the end of our internal procedure as detailed above and in this case would be six months.