We are committed to providing high quality legal advice and client care. If you are unhappy about any aspect of the service you receive or about the bill, please contact the firm’s Compliance Officer for Legal Practice, Rachelle Sellek, on +44 (0)333 016 3553 and/or [email protected] or by post to Rachelle Sellek, Acuity Law Limited, 3 Assembly Square, Britannia Quay, Cardiff Bay, Cardiff, CF10 4PL. We have a written procedure that sets out how we handle complaints. It is available on request from any fee earner handling your matter or from Rachelle Sellek (contact details above).
Our complaints policy sets out the timescales that we have to consider your complaint. If we have not been able to resolve your complaint ourselves the Legal Ombudsman may be able to help.
The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us. 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 the act or omission you are complaining about; or
• no more than three years from when you should reasonably have known there was cause for complaint.
The Legal Ombudsman’s contact details are:
The Legal Ombudsman deals with complaints by consumers and very small businesses. This means some clients may not have the right to complain to the Legal Ombudsman, e.g. charities or clubs with an annual income of more than £1 million, trustees of trusts with asset value of more than £1 million and most businesses (unless they are defined as micro-enterprises). This does not prevent you from making a complaint directly to us about the service you have received or about the bill.
If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to a certified alternative dispute resolution (ADR) provider in the UK via the EU Online Dispute Resolution (ODR) platform.
The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, i.e. where you have instructed us for purposes outside your trade, business, craft or profession.
The website address for the ODR platform is: http://ec.europa.eu/odr.
The SRA may be able to help you if you are concerned about our conduct. This could be for things like acting where there is a conflict of interest, breach of your confidential information or discriminating against you (if an individual). You can raise any concerns about our conduct with the SRA (www.sra.org.uk/consumers/problems.page).