Our aim is to provide our clients with excellent levels of client service. However, we recognise that there may be times when you feel we fall short of that intention and you may wish to raise a complaint. The first port of call for your complaint should be to the relevant fee earner or client partner (or you can contact our senior partner, Caroline Green, direct) who will deal with your complaint in line with our internal complaints procedure.
A link to the European Commission’s Online Dispute Resolution platform can be found here.
We hope to be able to resolve all complaints internally as swiftly as possible.
If we are unable to resolve your complaint you may be able to ask the Legal Ombudsman to consider the complaint or an alternative complaints body, such as ProMediate (www.promediate.co.uk). We believe that the Legal Ombudsman’s scheme is the most suitable for legal complaints and they would be our suggestion if we were unable to resolve your complaint.
The Legal Ombudsman 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:
If you would like more information about the Legal Ombudsman, please contact them at:
Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
The Ombudsman will not accept complaints where the act/omission/date of awareness was before 6 October 2010. You should also note that the Ombudsman may not consider a complaint about a bill if you have applied to the court for it to be assessed.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns directly with the Solicitors Regulation Authority.
If you are not a client of this firm but you wish to complain about the conduct of the firm, or its employees, you should send details of your complaint to the Risk and Compliance team by emailing compliance@browneiacobson.com
Mandy is the Risk &Compliance Director and manages the team responsible for all aspects of risk and compliance within the firm.
mandy.cooling@brownejacobson.com
+44 (0)115 976 6179