top of page
OUR CLIENT COMPLAINT PROCEDURE
 

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.
 

You may contact us in writing, by letter or by telephone.  The complaints handling director is Stuart Burrell. 

 

Our Contact details are:

Postal Address

Heritage Law

13 Hellesdon Park Road

Drayton High Road

Norwich, NR6 5DR

 

Telephone Number

01603 894525

 

WHAT WILL HAPPEN NEXT?

  1. We will send you a letter acknowledging receipt of your complaint within 5 working days of our receiving the complaint, enclosing a copy of this procedure

  2. We will then investigate your complaint. This will normally involve a  review of your matter file and speak to the member of staff who acted for you.

  3. Stuart Burrell will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. They will do this within 14 days of sending you the acknowledgement letter.

  4. Within 3 days of the meeting, Stuart Burrell will write to you to confirm what took place and any solutions they have agreed with you.

  5. If you do not want a meeting or it is not possible, Stuart Burrell will send you a detailed written reply to your complaint, including their suggestions for resolving the matter within 21 days of sending you the acknowledgement letter.

  6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter, we may at this stage arrange for another director to review the decision.

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

  8. If you are still not satisfied, you can ask the Legal Ombudsman to consider your complaint. We hope that this does not become necessary and that we can resolve matters between ourselves. The Legal Ombudsman’s contact details are:

 

Address: PO Box 6167, Slough SL1 0EH

Telephone : 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

 

Normally you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint and within the following timescales:

 

  • No later than one year from the date of the act or omission about which you are complaining occurring or

  • No later than one year from the date you should reasonably have known there were grounds for complaint.

 

  1. Alternative dispute resolution (ADR) bodies existing which are competent to deal with complaints about legal services should both you and our practice wish to use such a scheme. If we have to change any of the timescales above, we will let you know and explain why.

 

COMPLAINTS IN RELATION TO BILLS

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.

 

COSTS

We will not charge you for handling your complaint.

The Legal Ombudsman service is free of charge.

bottom of page