Complaints Policy

We are committed to providing a high-quality legal service to all our clients. If something should go wrong, you are entitled to complain and we prefer you to tell us about it. This will help us maintain and improve our standards. We have a complaints procedure and a copy will be made available to you on request or you can read it here on our website . If you should have a problem with any aspect of the service you have received, including a complaint about our charges, please contact Nick Goodman of this firm who will look into the problem and deal with it according to our complaints procedure. If for any reason we are unable to resolve the problem between us, we are regulated by the Solicitors Regulation Authority and a non-judicial complaints and redress scheme is available through the Legal Ombudsman. Information about how to seek redress if you should have a complaint can be obtained through the Solicitors Regulation Authority web-site at http://www.sra.org.uk/consumers/problems alternatively you may contact the Legal Ombudsman at www.legalombudsman.org.uk.

Normally, you will need to bring a complaint to the Legal Ombudsman within six 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 occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

You should also be aware that, when your complaint relates to a bill, the Legal Ombudsman will not consider your complaint while your bill is being assessed by a court.

Legal Ombudsman Contact Details:

a) Address: PO Box 6806, Wolverhampton, WV1 9WJ

b) Telephone: 0300 555 0333

c) Email: enquiries@legalombudsman.org.uk

d) Website: www.legalombudsman.org.uk

Alternative Dispute Resolution (ADR)

Alternative complaints bodies (such as Ombudsman Services (https://www.ombudsman-services.org/) and  ProMediate (http://www.promediate.co.uk/) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.

Online Dispute Resolution (ODR)

If you are a client and we have made a contract with you by electronic means (website, email, etc.) you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service may be found at http://ec.europa.eu/odr. Our email address is nick.goodman@njgoodman.co.uk.