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If you have any concerns about the way in which we carry out our service towards you we’d like to hear from you immediately. In most cases, an informal conversation can put matters back on track. Please contact the office on 01204 257 055 or enquiries@kingsnorthsolicitors.co.uk or by post 3 Kingsnorth Close, Bolton, BL1 3SF highlighting your concerns. We can record everything you’re unhappy about and recommend the best solution for you.
To assist with your complaint, it would be helpful you provide the following information:
· Your reference number
· Your name and contact details
· Your concerns and/or queries
· Your preferred contact method
· How you expect us to deal with your query and put things right
We will aim to resolve your concerns as quickly as possible. If you telephone us we will aim to resolve the situation within the telephone call. If you write to us we will acknowledge your correspondence complaint and confirm who will look into it and when they’ll reply to you. We will investigate the matter and then contact you again to discuss how to resolve the matter. You should hear from us within 21 days of receipt of your complaint and if we require more time to investigate we shall inform you accordingly. If after this period, you remain unhappy about the resolution of your complaint you can refer your complaint to the Legal Ombudsman.
You may contact the Legal Ombudsman on the following details:
· Tel: 0300 555 0333
· Email: enquiries@legalombudsman.org.uk
· Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
There are also mediation services in the form of Alternative Dispute Resolution (ADR) which is separate to the Legal Ombudsman. An example of an ADR is www.small-claims-mediation.co.ukwhich are competent to deal with legal complaints.
The Legal Ombudsman aims to resolve complaints within six months of receiving our final response. Within 8 weeks of lodging your complaint with us if you haven’t received our final response. Within six years of the date of the act/omission if you haven’t yet made a complaint.
If your complaint is about your bill, you may apply to the court for an assessment under Part III of the Solicitors Act 1974. You may wish to seek independent legal advice as there are strict time limits for doing so:
· Within one month from the date of the invoice you have the right to detailed assessment
· After one month the court may impose restrictions
· After one year from the invoice date, you will lose the right to a detailed assessment
It should be noted that the legal ombudsman may not consider a complaint about a bill where you have sought detailed assessment from court.
Kingsnorth Solicitors is the trading name of Kingsnorth Solicitors Limited. A list of the Directors of the Company is available for inspection at the registered office, 3 Kingsnorth Close, Bolton, BL1 3SF. Kingsnorth Solicitors Ltd, Registered in England & Wales Number 10640596. Authorised and regulated by the Solicitors Regulation Authority - SRA Number 637258.
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