Complaints Procedure

We are confident in our ability to provide a high-quality service. All of the firm’s lawyers are obliged to attempt to resolve any problems that you may raise about the service that we provide. Therefore, initially you should explain any concerns that you have to the lawyer advising you immediately.

If the problem cannot be resolved in this way or if you prefer to discuss the problem with someone else, you should contact our Head of Risk and Compliance, Nicola Patten, who will agree with you the best means to resolve the problem. This includes any issues or concerns that you may have in respect of our fees and other charges. Her email address is riskandcompliance@boyesturner.com

We will try to resolve the problem as quickly as possible and usually within 28 days.

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 with the Solicitors Regulation Authority.

The Legal Ombudsman can help you if the SRA are unable to resolve your complaint. They will look at your complaint independently and it will not affect how the SRA handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with the SRA first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving a final response to your complaint

And

• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was a cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them at www.legalombudsman.org.uk.

In addition you may also have the right to object to our charges by applying for an assessment of them in court or tribunal cases.

The procedure is set out in sections 70, 71 and 72 of the Solicitors Act 1974. If for any reason we are unable to resolve the problem between us, further complaints and redress mechanisms are provided through the SRA and the Legal Ombudsman as stated above.

Alternatively you may access the Online Dispute Resolution Platform (“ODR Platform”), being an alternative dispute resolution forum operating entirely online. The ODR Platform may be accessed here.