Complaints ProcedureClear Law
Our Complaint Handling Procedure
We are committed to high quality advice and client care. We would hope you will not have cause to complain, but we know that we may not always be perfect, and if you are unhappy about any aspect of the service you have received or about the bill, we hope that you will be able to resolve it with your fee earner.
If your complaint is about a bill, you can apply to the court for an assessment of the bill. If all or part of the bill remains unpaid, we are entitled to charge interest. Of course, as we are acting for you on the basis of the agreement we signed, you will not receive a bill as long as you comply with that agreement.
How To Complain
We appreciate that you may not feel comfortable resolving a complaint with your file handler, or that you may feel that your complaint has not been resolved properly. If that is the case, you are entitled at any time to complain to our client care manager, Darren Gray.
If you want to contact Darren, you can write to him, or email him at [email protected]
Darren will handle your complaint fairly and in confidence, and will respond within 40 working days.
If you are sending your complaint to us, please ensure that:
- You provide enough information for us to positively identify you on our systems
- You provide details of your complaint
We would also find it useful if you could provide the following, however this is optional and we will still investigate your complaint without it:
- Additional information around your complaint that you think will help us in our investigation.
- An indication of what you would like us to do to put things right for you. We cannot guarantee that we will do this, but sometimes it can help us resolve things much quicker if we know what you would like us to do.
What do to if we cannot resolve your complaint
If Darren is unable to resolve your complaint to your satisfaction, you have a right to complain to the Legal Ombudsman. The time limit for a client to complain to the Legal Ombudsman remains twelve months from the end of the firm’s complaints process.
Alternatively, if you have engaged with us online, you may wish to use the Consumer Online Dispute Resolution platform which is available here:
At that point, if you would like to contact the Legal Ombudsman team, you can call them on 0300 555 0333 or email [email protected] Their office hours are Monday to Friday from 9am to 5pm. If you want to write to them, their address is: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. If you would like further information concerning the Legal Ombudsman, their web address is: http://www.legalombudsman.org.uk/
The time limits for the Legal Ombudsman accepting a complaint are six years from the date of act/omission, or three years from when the complainant should have known about the complaint.
However, the Legal Ombudsman will not accept complaints where the act or date of awareness were before 6 October 2010.
Accepting complaints from prospective clients
The Legal Ombudsman will now accept complaints from prospective clients where a person has unreasonably been refused a service, or has persistently or unreasonably been offered a service that they do not want.
In the first case, the complainant will have to produce prima facie evidence that there was no legitimate reason for the refusal to provide the service, and there has been a financial loss or that they have been unreasonably inconvenienced by the refusal. Legitimate reasons for refusing to provide a service include lack of expertise or concerns about money laundering.
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