Burstow Solicitors
The Practice operates a written Complaints Handling Procedure that ensures compliance with the SRA Code of Conduct. We are committed to providing a high quality legal service to all our clients. Clients can contact the firm in writing with their complaint. Complaints will be handled promptly, fairly and effectively within 6 weeks. The firm’s Complaints Officer is the Principal and has the responsibility for handling complaints. In the unlikely event that a client has a cause to complain, the client should discuss the matter with the Principal in the first instance who will endeavour to resolve the issue.
The firm will not charge you for the cost of handling your complaint.
We will also explain your right to complain to the Legal Ombudsman or the Solicitors Regulation Authority if we are unable to resolve your complaint ourselves. Their websites can be found at www.legalombudsman.org.uk (Telephone number: 0300 555 0333) and www.sra.org.uk respectively. Where a complaint relates to a bill, under Part 111 of the Solicitors Act 1974 you have a right to apply to the court for an assessment of the bill.
If a client contacts us with a complaint, our procedure is as follows: