We will always attempt to resolve problems that may arise with our service and we wish to ensure that any concerns are dealt with promptly and to your satisfaction. It is therefore important that you immediately raise any queries or concerns about our work in the first instance with the fee earner representing you.
Complaints about our services
We have a written complaints procedure which is available upon request.
In the case of a complaint about a bill, there might also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. However, we would point out that if all or part of a bill remains unpaid, we may be entitled to charge interest – any such entitlement being set out in the Billing Arrangements section of our client care letter.
If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Its website is at: www.legalombudsman.org.uk. That organisation is the statutory body to whom you may refer your complaint once we have concluded our professional obligation to try and resolve it. The time limit for you to bring a complaint to the Legal Ombudsman is six months from our final response to the complaint. There are two additional time limits: The Legal Ombudsman will accept complaints up to six years from the date of the act/omission, or three years from when you should have known about the complaint. The Legal Ombudsman can be contacted at:
Legal Ombudsman: PO Box 6806, Wolverhampton, WV1 9WJ
Telephone number:0300 555 0333 Email:firstname.lastname@example.org
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 contractual disputes should any arise. Details of this service may be found at http://ec.europa.eu/odr.
Alternative Dispute Resolution (ADR) Alternative complaints bodies, such as Ombudsman Services (https://www.ombudsman-services.org/), ProMediate (http://www.promediate.co.uk/) and Small Claims Mediation (http://www.small-claims-mediation.co.uk/) exist which deal with complaints about legal services should both you and our firm wish to use such a scheme.
It is not our policy to make any charges for assisting in resolving client care issues.
Complaints about website content
If you wish to make a complaint about material published on the Sanctuary Law Blog, you can do so as follows.
If your complaint is in relation to a reader’s comment or comments:
Please report the relevant comment to us, via the Report link in the comment’s top right-hand corner. Click and a form will open on your screen. You will be asked to enter your name, email address and the details of your complaint.
If you are unable to use the report form, please contact us by email or by post, for the attention of Mr Ghazni at 82-84 Radford Road, Nottingham, England, NG7 5FU.
If your complaint is in relation to a published post:
Please contact us either by e-mail or post at the addresses specified above, with your name, contact information and details of your complaint. Please provide the URL of the post in question.
Sanctuary Law Ltd aims to acknowledge and respond in writing to all received complaints within two working days.