ABOUT LAURENCE HOLMES

Complaints procedure

It is important to us that we provide services of the highest quality to all of our clients and we take complaints very seriously. We aim to ensure that any complaints that clients may have are identified and dealt with in accordance with this procedure.

We want to listen and improve by learning from what may have gone wrong and what our clients tell us. If at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem. In the first instance if you have any problem with the service we have provided for you or if you have any other queries or concerns about our work for you, then please raise them with Mr. Holmes by phone on  01934 853355.

Any concerns raised about our service will be dealt with immediately by phone or if the matter cannot be resolved informally to your satisfaction, it would then assist if you fully detail your concerns in writing so there is less room for misunderstanding your concerns.

If you would like to make a formal complaint, then you can register your complaint in writing with Mr Holmes, the sole principal of the firm, who is responsible for ensuring that complaints are handled effectively by letter to the address below or by email to email@laurenceholmes.co.uk and in accordance with this procedure as follows.

We will acknowledge your complaint within seven days.

We will conduct a full investigation and an review of your matter.

We aim to respond in full within 28 days. However, if your complaint is of a more complex nature we will require more time but we will let you know when you will receive a full response.

We will reply to you, usually in writing to tell you our views on your complaint and how we propose to resolve it, hopefully to your satisfaction.

If you are dissatisfied with the outcome, or the way your complaint has been handled, you may write to Mr Holmes who will make such further investigations as are necessary.

He will inform you of the conclusions and any alternative proposals to resolve your complaint, usually within 28 days of this being referred to him. Under no circumstances will the above investigation take longer than 8 weeks.

You may take your complaint to the Legal Ombudsman within 6 months of the expiry of the 8 week period or our definitive response in the meantime.

Making a complaint will not affect how we handle your case.

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.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

In addition to the right to right to make a complaint about the service provided you also have a separate right to challenge, or complain about, their bill.

This includes the right to apply for assessment of the bill under Part III of the Solicitors Act 1974.

 

01934 853355

Laurence Holmes Solicitors, Elms Farm, Brinsea, Congresbury, Bristol BS49 5JL

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