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Specialists in Logistics & Transport Law - Call 01254 828300

Complaints

Customer Service

Backhouse Jones is regulated by the Solicitors Regulation Authority. The code of conduct for solicitors can be found by clicking here: http://www.sra.org.uk/solicitors/code-of-conduct.page.

At Backhouse Jones we carry appropriate professional indemnity insurance. Details of our policy can be provided upon request. Please contact compliance@backhouses.co.uk for further information. If you are unhappy with the service we have provided, our complaints procedure is set out below.

Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact Mr Andrew Woolfall, who is the person responsible for dealing with client care issues. You can contact him/her by post at The PrintWorks, Hey Road, Clitheroe, BB7 9WD, or via email at andrew.woolfall@backhouses.co.uk.

What will happen next?

1.We will send you a letter or email acknowledging receipt of your complaint within a maximum of three days of us receiving the complaint, enclosing a copy of this procedure.

2.We will then investigate your complaint. This will normally involve reviewing your file and speaking to the member of staff who acted for you. If your complaint relates to a matter where the file has been closed we may need to obtain your file from our archive storage facility, which may take 1-2 days.

3.Mr Andrew Woolfall will send you a detailed reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

4.At this stage, if you are still not satisfied, you should contact us again and we will arrange for a partner who has not had any dealings with your matter to review the initial decision. If you wish to appeal we would ask that you contact us within 14 days of receiving our detailed reply to your complaint.

5.We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

6.If you are still not satisfied, you can have the complaint independently looked at by the Legal Ombudsman, their contact details are:

You can visit www.legalombudsman.org.uk

Call 0300 555 0333, lines are open 8.30am to 5.30pm

Calls to 03 numbers will cost no more than calls to national geographic number (starting 01 or 02) from both mobiles and landlines. Calls to the Legal Ombudsman are recorded and may be used for training and monitoring purposes.

For minicom call 0300 555 1777

Email: enquiries@legalombudsman.org.uk

Write to:
Legal Ombudsman
PO Box 6806
Wolverhamption
WV1 9WJ

You should not send any original documents to the Legal Ombudsman. They will scan any documents you send to them to make computer copies and then destroy the originals.

The Legal Ombudsman will not normally deal with complaints unless our complaints procedure has been exhausted and allows us eight weeks to do this. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint.

Objecting to our bill(s)

You may have the right to object to our bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974.

Non-payment to our bill(s)

You should be aware that the firm may be entitled to charge interest if all or part of our bill(s) remains unpaid.

If we have to change any of the timescales above, we will let you know and explain why.

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