Our service and complaints handling
Quercus Solicitors LLP is committed to high quality legal advice and client care. If you are unhappy about any aspect of the service you receive, or about the bill, please contact us on 01295 817619, via e-mail at emily@quercussolicitors.co.uk or by post to our office, Quercus Solicitors LLP, The Colin Sanders Innovation Centre, Mewburn Road, Banbury, Oxfordshire OX16 9PA.
We have a procedure in place which details how we handle complaints, available at this office’s address. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. You must bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint. If you do not bring a complaint to the Legal Ombudsman within this time (the Legal Ombudsman ‘limitation period’) it will not be considered by them.
The Legal Ombudsman can be contacted at PO Box 6806, Wolverhampton WV1 9WJ; telephone: 0300 555 0333; website: www.legalombudsman.org.uk.
You also have the right to object to the bill and apply for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not deal with a complaint about the bill if you have applied to the court for an assessment of the bill.
Complaints
Complaints will be dealt with under the following protocol:
In the event of a complaint, you should raise the concern in the first place with the person dealing with the particular matter.
If this does not resolve the problem you should then contact the supervising partner/member, whose name will have been notified at the outset of the transaction.
The complaint does not have to be put in writing, although setting out clearly the issues and the action you wish us to take may help us to resolve your concerns more quickly.
If these steps do not resolve the problem you should contact the client care partner/member, by telephoning or writing. The details of who to contact under these circumstances will have been provided to you at the outset of the matter and upon your initial instructions to us.
We will explain to you how we will try to resolve your complaint and give you a timescale for doing so. Normally, this will be within a period of 8 weeks, depending upon the circumstances.
A full copy of the practice’s complaints procedure is available on request.
If the complaint is still not resolved at the end of this complaints process you have the right to refer your complaint to the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ; telephone: 0300 555 0333; website: 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.
Solicitors Regulation Authority (SRA)
This firm is regulated by the SRA under SRA Number 572917.
If you are unhappy with a Solicitor in this firm or the firm itself, you have a right to complain to the SRA.
Complaints to the SRA consist of the behaviour or conduct of a Solicitor or the firm that you have instructed, if you believe they have breached their duties, responsibilities or obligations to you (i.e., have ‘broken the rules’) or have closed down without telling you.
You will find a link to the SRA website on our ‘Home’ page. Alternatively you may contact them as follows:
Website: sra.org.uk
Tel: 0370 606 2555
Address: Solicitors Regulation Authority, The Cube, Wharfside Street, Birmingham B1 1RN
If you would like to contact us for any reason you will find our details on our Contact Us page. Alternatively, you can complete the form below and submit it to us.