Emmott Snell is committed to providing a high-quality legal service to all our clients. If you are unhappy with our service, whenever possible, please raise any initial client care problems with the person acting on your matter to give them the opportunity to resolve the problem with you. Often matters can be quickly resolved in this way. If you remain unsatisfied then please follow the stages set out below.
If you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case or their supervising partner, please contact the Compliance Solicitor as soon as you are aware of the problem so this can be addressed.
The Compliance Solicitor will:
If you are not satisfied with our response, you should contact us again to explain why you remain unhappy with our response and we will review your comments.
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 reason.
If you are still not satisfied, you can ask the Legal Ombudsman to consider your complaint.
The Legal Ombudsman provides an independent, impartial, and free service to members of the public, small businesses, charities, clubs and trusts for resolving complaints against solicitors.
The Legal Ombudsman’s contact details are:
Address: PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333 - from 8.30 am to 5.30 pm
There are time limits for bringing complaints to the attention of the Legal Ombudsman. 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 and within the following timescales:
We suggest you check with the Ombudsman using the details above.
Alternatively, the Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with them www.sra.org.uk
The complaints procedure above also applies to complaints arising concerning our bill. There may 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. The Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for assessment of that bill.