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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 firms Practice Manager, Mr Paul Lockhart.

Details are as follows:

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

Or email paul.lockhart@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 within 3 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 and 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  • We usually aim to complete the investigation within 21 days but it can take longer, especially if files have been archived or are particularly complex, in which case we aim to complete an investigation within 8 weeks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 he 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 his 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

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With offices in Leighton Buzzard and Milton Keynes, Osborne Morris & Morgan acts for people locally and throughout the surrounding Home Counties, including Dunstable, Luton, Bletchley, Aylesbury and Bedford.

Osborne Morris & Morgan Solicitors is authorised and regulated by the Solicitors Regulation Authority. SRA number: 669022

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