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Osborne Morris & Morgan > Complaints Policy

OUR COMPLAINTS POLICY

Osborne Morris & Morgan is committed to providing a high-quality legal service to all clients. When something goes wrong we need you to tell us about it. This will help us improve our service to you and others in the future.

Our Complaints Procedure

If you have a complaint you should initially raise any concerns with the fee earner dealing with your matter. If the complaint cannot be resolved you should contact the Practice Manager.

Details are as follows:

Practice Manager
Osborne Morris and Morgan
Danbury House
West Street
Leighton Buzzard
Beds
LU7 1EP

Or email info@ommlaw.co.uk

You should provide the following information to make it easier to investigate your complaint.

  • The name of the fee earner handling your case
  • Your matter reference number
  • A brief outline of your complaint
  • Whether this complaint has been raised with the fee earner already and what the outcome was

What Will Happen Next

  • We will send you a letter or email acknowledging your complaint with day business days of receipt. We may at this stage ask you to confirm or explain any details we may be unsure of
  • We will open a matter for your complaint and record it in our central register
  • Your complaint will be investigated by the Practice manager who will examine the relevant matter. You will not be charged for our time spent investigating the responding to your complaint
  • We usually aim to complete the investigation within 21 days but it can take longer, especially if files have been archived or are particularly complex, in which case we aim to complete an investigation within 8 weeks
  • The Practice manager will seek to mediate your complaint and resolve it to your satisfaction where possible. If the Practice manager feels it would assist in fully understanding your complaint they may ask you to attend a meeting. We hope that we can resolve your complaint and the Practice Manager will write to fully set out their views on the complaint

What Happens If You Are Still Not Satisfied?

If you are still not satisfied with the outcome you may be able to refer the matter to the independent Legal Ombudsman with whom we will cooperate fully. You should do so as soon as possible and in any event within 6 months of our final communication to you about your complaint.

The Legal Ombudsman’s website is www.legalombudsman.org.uk and contains useful information including the criteria for accepting a complaint and time scales.

The Legal Ombudsman can be written to at the following address:

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

Or emailed at enquiries@legalombudsman.org.uk

Contact Us

Contact a member of the team today

01525 378 177

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Accreditations & Awards



Osborne Morris & Morgan have double the reason to celebrate after winning, not one, but two awards at this year’s SME Bedfordshire Business Awards.

The firm were delighted to receive the ‘Leighton Buzzard Business of the Year’ and also the ‘Training & Development’ award for their continuous commitment to investing in their employees.

 
Headway Corporate Supporter Lexcel Law Society Accredited Certainty the National Will Register
Law Society Conveyancing Quality Accredited
Clinical Negligence Accredited - The Law Society
Bedfordshire Businesswomen Finalist 2018
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Bedfordshire Business Enterprise Awards Winner
Top Ranked Chambers UK 2015
Top Ranked Leading Firm - Chambers UK
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