I am obliged by the Solicitors Regulation Authority (“SRA”) to outline the firm’s complaints procedure to you. I want you to receive an excellent, personal and cost-effective service. If at any time you are dissatisfied with the service you receive, or are unhappy about an invoice, please let me know immediately by email (aw@alexandrawyatt.co.uk). I will acknowledge your email within 48 hours and open a separate file for your complaint.
I will then investigate and consider your complaint and talk to any other fee earner concerned. Then I’ll send you a full reply to your complaint and my proposal for resolving it within 14 days of it being made.
If you are dissatisfied with my handling of your complaint, you could ask the Legal Ombudsman to consider the issue. The time frame for such a request is within six months of your last contact with me. The contact details for the Legal Ombudsman are as follows:-
T: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
If your complaint concerns acts or omissions outside this jurisdiction (England and Wales) the Legal Ombudsman may dismiss it if the circumstances do not have sufficient connection with this jurisdiction.
There may also be a right on your part to object to my invoice/s by applying to the Court for an assessment under Part III of the Solicitors Act 1974.
My firm is regulated by the SRA, which sets out the standards and obligations required of it. The SRA’s address is Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN (www.sra.org.uk)
It goes without saying that I very much hope you will have no cause to rely on the above procedures and that you will be pleased with the service you receive from the firm.