You should raise with the person dealing with your matter straight away any concerns you have about our service, the work we are doing for you or our charges. This could include a complaint about our bill. Normally, a complaint will be considered to be out of time if it is made more than one year after the cause for complaint or after you should reasonably have known that there was cause for complaint.
If any problems arise which the person dealing with your matter is unable to resolve to your satisfaction, please contact the supervisor, who is named in the client care letter you have received, by letter, telephone or e-mail. If that does not resolve the problem to your satisfaction, then please contact our client care partner, Denis Keegan, at our St Albans office. His e-mail address is dk@dolegal.co.uk and his telephone number is 01727 735624.
We have a Complaints Handling Procedure, please ask the supervisor or Mr Keegan if you would like us to send you a copy.
If you are not satisfied with our handling of your complaint you have the right to complain to the Legal Ombudsman who can be contacted at P.O.Box 6806, Wolverhampton, WV1 9WJ, on 0300 555 0333 or by e-mail at enquiries@legalombudsman.org.uk. Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving the final written response from us about your complaint.
You may also have a right to object to our bill by applying to the Court for an assessment of the bill under Part III of The Solicitors Act 1974. If all or part of a bill remains unpaid, the firm may charge interest. If you refer the bill to the Court for assessment then the Legal Ombudsman may be unable to deal with your complaint about the bill.
