We aim to provide a high quality service for our clients, but if a problem does arise or if you are dissatisfied with any aspect of our service or any invoice (“complaint”) we need you to tell us about it.
You should first discuss the complaint with the fee-earner dealing with your matter, but if this does not resolve the complaint to your satisfaction, please contact the departmental Partner who is responsible for this matter.
Should you continue to be dissatisfied or if you prefer to discuss the complaint with someone other than the departmental Partner responsible, you may contact Keith Gordon, who is a Senior Partner, and who has overall responsibility for client care. Mr Gordon may be contacted at our Offices at Winter Hill House, Marlow Reach, Station Approach, Marlow, Bucks SL7 1NT. Telephone 01628 487 487. He may also be contacted via email at keithg@gordons-law.co.uk. If you remain dissatisfied after exhausting the above procedure you should write to us setting out full details of your complaint and the matter will be dealt with in accordance with our complaints procedure which is available upon written request.
If you are still not satisfied after having exhausted the above processes and procedures with the outcome of your complaint you may ask the Legal Ombudsman at PO BOX 15870, Birmingham, B30 9EB (Tel. 0300 555 1777) www.legalombudsman.org.uk to consider your complaint. Normally the Legal Ombudsman expects you to give us 8 weeks to try and resolve the matter before contacting them.
The time limit for referral of complaints to the Legal Ombudsman is 6 months from the date of conclusion of our complaints procedure.
If you object to our bill you also have the right to apply to the Court for an assessment of our charges under part III of the Solicitors Act 1974.
For more information on how the Legal Ombudsman works please visit the Legal Ombudsman website or download the Legal Ombudsman Guide to Making a Complaint (PDF).
