If you’re unhappy with the service provided by your solicitor, we would always ask you to raise your concerns with your solicitor in the first instance to allow them to rectify any issues you may have.
If your solicitor is unable to resolve your issue, you can ask that your case is referred to the solicitor’s supervising partner or manager. The name of the supervising partner or manager can be found in your Client Care Agreement, which is the initial document we send to you when you instruct us.
If you no longer have this document, our Client Care team can assist with this information and can be reached on 01273 726951.
In order for the supervising partner or manager to consider your complaint, you will need to submit the complaint in writing either by email to email@example.com, or by post to:
Britton and Time Solicitors
39 Church Road
Having your written complaint helps us to understand the nature of your concerns and your perspective on your matter.
Once we have this, the supervising partner or manager will consider your complaint, carry out an investigation and will provide a final resolution within ten business days. If the matter is complex and requires further investigation, we will contact you within ten business days of receiving your written complaint to give you an approximate timescale of when you can expect a response. If we believe it would be helpful, we may suggest a meeting.
If, following the final resolution from the supervising partner or manager’s investigation, you remain dissatisfied with their response, you should refer your complaint to the Legal Ombudsman.
If there are any circumstances which make it difficult for you to make a complaint in writing, please call our Client Care team on 01273 726951 who will take down the details of your complaint. The Client Care team will ensure that your complaint about the service provided by Britton and Time Solicitors is carefully examined and resolved as quickly as possible.