Complaints Procedure
We aim to offer our clients an efficient and effective service. During the course of the matter if there is any aspect about which you are concerned or require clarification, then please raise it with me with a view to the matter being resolved quickly. If you are unwilling to do this or simply feel you would prefer to raise the matter with someone else, then you should write to Michele Rusby, who is the firm’s Compliance Manager at Archer Rusby Solicitors, 3 Norfolk Court, Norfolk Road, Rickmansworth, WD3 1LA.
The firm has a Complaints Procedure, which is available on request, and which will be sent to you should you make a complaint. Your complaint may relate to the way in which your matter is being handled or an invoice that we raise. In the case of a complaint about an invoice, there may be the right to object to the invoice by applying to the Court for an assessment under Part 111 of the Solicitors Act 1974. However, if all or part of an invoice remains unpaid, we may be entitled to charge interest on the amount outstanding.
If you remain dissatisfied at the end of our complaints process, you would then be at liberty to contact the Legal Ombudsman whose contact details are set out below:
The Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Tel: 0300 555 033
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
The Legal Ombudsman is the statutory body to whom you may refer your complaint once we have concluded our professional obligation to try to resolve it. The time limit for you to make a complaint to the Legal Ombudsman is six months from our final response to the complaint but in any event within six years from the date of the act or omission complained of or 3 years from the date you should reasonably have known there were grounds for complaint if the act or omission was more than 6 years ago.
What to do if you are unhappy with our behaviour.
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
