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 Finance Director, Paul Lockhart, who is responsible for this policy.
Details are as follows:
Paul Lockhart (Finance Director)
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 business days of receipt. We may at this stage ask you to confirm or explain any details we may be unsure of or invite you to attend our offices for a meeting to discuss your concerns.
- We will open a matter for your complaint and record it in our central register.
- Your complaint will be investigated by Paul Lockhart 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- We usually aim to complete the investigation within 21 days but it can take longer, especially if files have been archived or are particularly complex, in which case we aim to complete an investigation within 8 weeks.
- We will seek to mediate your complaint and resolve it to your satisfaction where possible. If Paul feels it would assist in fully understanding your complaint, he may ask you to attend a meeting.
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 or the Solicitors Regulation authority with whom we will cooperate fully. You should do so as soon as possible and in any event within one year of the date of the act or omission in question or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
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 6167
Slough
SL1 0EH
Or emailed at enquiries@legalombudsman.org.uk
The complaints page on the Solicitors Regulation authority website can be found here: https://www.sra.org.uk/consumers/problems/report-solicitor/.
