Making a complaint 

We strive to provide an excellent service. If, however you have concerns about any aspect of the work we have done for you please raise them with Ian Jones. If it is not possible to resolve the problem then you or we may implement the firm’s formal complaints procedure, a copy of which is available on request. No charge will be made for dealing with a client’s complaint. 

 

Ian Jones can be contacted via the contact details for Spencer Shaw Solicitors on the Contact Us page of this website. 

 

A complaint can include a complaint about a bill from us for work done. You should be aware that in such a situation you may have the right to object to the bill by way of a complaint to the Legal Ombudsman. You may also be entitled to apply to the court for an assessment of our bill under Part III of the Solicitors Act 1974. 

 

If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Details of the Ombudsman’s service can be found at the following website: http://www.legalombudsman.org.uk/. The Legal Ombudsman’s address is PO Box 6806, Wolverhampton, WV1 9WJ. The telephone number is 0300 555 0333. 

 

Before making a complaint to the Legal Ombudsman you must normally make use of this firm’s complaints procedure. If the complaint has not been resolved to your satisfaction within eight weeks of the complaint being made, you can then use the Legal Ombudsman process. 

 

There are other time limits to be aware of. Ordinarily, a complaint must be referred to the Legal Ombudsman within six months of this firm’s written reply to a complaint. The complaint must also, ordinarily, be referred to the Legal Ombudsman within a year of the happening of the thing complained of. If the time limits are not followed, the Ombudsman might not deal with the complaint. 

 

The Solicitors’ Code of Conduct can found on the website of the Solicitors Regulation Authority. The following link will take you to the relevant web page containing advice for consumers: 

 

http://www.sra.org.uk/consumers/consumers.page