Complaints

We aim to provide the best service possible for all of our clients. However, if you have any queries or concerns regarding any aspect of our work for you or our bill, we have a procedure in place which details how we handle complaints. You may request a copy of this at any time from any partner or solicitor. If you do have any queries or concerns, you should raise these in the first instance with the person handling your work or the supervising partner. They will be keen to resolve your concerns as soon as possible.

 

If your complaint cannot be dealt with by either of them, then it will be referred to the Head of the relevant Department and your Client Partner. If at any stage you are not satisfied with their response, please contact our Complaints Partner, Sara Bailey, who can be contacted at 3 Bunhill Row, London, EC1Y 8YZ (Telephone number: 020 7423 8000) or by email at sbailey@trowers.com.

 

If you are still not satisfied you may be entitled to ask the Legal Ombudsman to consider the complaint. If you have a complaint about our bill, you may also be able to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman service is available to individuals and very small businesses, charities, clubs and trusts. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint and within six years from when the problem occurred or three years from when you should reasonably have known there was cause for complaint (if the problem occurred before 6 October 2010 or was more than six years ago). There are some restrictions on these time limits and for further information on whether you are entitled to have a complaint considered by the Legal Ombudsman, or on any other aspect of its service, you should contact the Legal Ombudsman (Helpline number: 0300 555 0333) or refer to their website at: www.legalombudsman.org.uk. If you prefer to write to the Legal Ombudsman, the address is PO Box 6806, Wolverhampton WV1 9WJ or email enquiries@legalombudsman.org.uk.

 

The European Commission has established a platform (the ODR platform) under the EU Regulation on online dispute resolution for consumer disputes (Regulation (EU) 524/2013).  The ODR platform can be accessed at: http://ec.europa.eu/consumers/odr/.

 

Any enquiry of this firm can be addressed to: enquiries@trowers.com.

 

The Solicitors Regulation Authority of England and Wales provides complaints and redress mechanisms which are available to clients if Trowers & Hamlins is not able to resolve a complaint and the complaint falls outside of the jurisdiction of the Legal Ombudsman. Lawyers in our international offices are also required to comply with their local law and regulatory provisions.

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