Service delivery

It is our aim to offer our clients an efficient and effective service that is tailored to your specific needs and we are confident that we shall do so.  In accordance with section 69 (2C) of the Solicitors Act 1974 (as amended by the Legal services Act 2007), we will issue and deliver our invoices to you via email, if you have provided us with an email address.  However if you require our invoices, this letter or any other documents that we may send to you in an alternative format, (for example in hard copy or in a larger font), then please let me know.

Furthermore, if at any time you are unhappy with any aspect of our handling of your case, please do not hesitate to raise this with the fee earner dealing with your matter.  If that fee earner us unable to resolve matters to your satisfaction then you should contact Muctar Johal, who is the Client Service Partner, whose telephone number is 01332 225225.  If you remain dissatisfied then Simon Rowley is the Partner with overall responsibility for client care.  He can be reached on 01332 225225.  Mr Rowley’s decision in relation to client care will be final as far as our firm’s internal policy is concerned. 

If you are not satisfied with our handling of your complaint you may ask the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ to consider the complaint.  Normally you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining (or if outside of this period, within three years of when you should reasonably have been aware of it).

Not all clients will be entitled to have their complaint considered by the Ombudsman, as the service is only available to members of the public, very small businesses, charities, clubs and trusts.  If you are unsure whether you fall into one of these categories and wish to make a complaint then please contact the Ombudsman direct either at the address given above or through:

We collect and process certain personal data (together with details of your organisation, where relevant) that you provide to us.  We keep a record of correspondence between us in relation to this and any previous matters of yours.  We may also ask you to complete questionnaires that we use for improving our service to you, although you do not have to respond to them.

From time to time, we may use this information to contact you by email, post or telephone with information about products and services similar to those which we will provide to you in relation to this matter, or any previous matter.  Please let us know (at any time) if you do not want us to use your personal data in this way.