Abbey Law Solicitors
Complaints Handling Policy
We want to give you the best possible service. However, if at any point you become unhappy or concerned
about the service we have provided, or about the bill, then you should inform us immediately, so that we can
do our best to resolve the problem. In the first instance, it may be helpful to contact the person who is working
on your case to discuss your concerns and we will do our best to resolve any issues at this stage.
If you would like to make a formal complaint then please contact us by post to our office at 46 Station Street,
Burton upon Trent DE14 1AX, email firstname.lastname@example.org or telephone 01283 539718. Making a
complaint will not affect how we handle your case.
What will happen next?
1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details
set out. We will also let you know the name of the person who will be dealing with your complaint and
enclose a copy of this procedure. You can expect to receive our letter within 5 days of us receiving your
2. We will record your complaint in our central register and open a file for your complaint.
3. We will investigate your complaint. This will normally involve passing your complaint to our Client Care
Partner, Mr Simon Dean, who will review your matter file and speak to the member of staff who acted for
4. We will then invite you to a meeting to discuss, and hopefully resolve, your complaint. We will do this within
14 days of sending you the acknowledgement letter.
5. Within five days of that meeting, we will write to you to confirm what took place and any solutions that have
been agreed with you.
6. If you do not want a meeting, or it is not possible, you will be sent a detailed written reply to your complaint,
including the suggestions for resolving the matter, within 21 days of sending you the acknowledgement
7. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another
Partner within the firm to review the decision.
8. We will write to you within 14 days of receiving your request for a review, confirming our final position
on your complaint and explaining our reasons.
9. If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman to
consider the complaint. Contact details are as follows:
PO Box 6806
Phone: 0300 555 0333
10. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to
resolve your complaint with us first. If you have, then you must take your complaint to the Legal
- Within six months of receiving a final response to your complaint
- 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 cause for
11. If we have to change any of the above timescales, we will let you know and explain why.
Complaints about your bill
The above complaints procedure also applies to complaints arising concerning our bill. There may also be
a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors
Act 1974; and that if all, or part, of a bill remains unpaid, the firm may be entitled to charge interest.
Raising concerns with our regulator
The Solicitors Regulation Authority (SRA) 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 find information about raising your concerns with the SRA at
www.sra.org.uk in the ‘For the public’ section.
Alternative dispute resolution
Alternative complaints bodies exist which are competent to deal with complaints about legal services should
both you and our firm consent to use such a scheme. In the event that you wish to use an alternative complaint
body you should advise us accordingly.
Last updated: October 2019