Complaints procedure

What to do if you have a problem.

Sayer Moore & Co

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. If you are reading this it will normally be because there has been an actual or a perceived failure by us to provide that level of service. If so, it is important that tell us about the problem in as much deteail as you can so we can try and resolve it and improve our standards.
Our complaints procedure.

If you have a complaint, please contact Robert Sayer or Breege Daly . You can contact him/her at: Sayer Moore & Co 190 Horn Lane, Acton, London W3 6PL.

If we have to change any of the timescales set out below we will let you know and explain why.

If you make a complaint what will happen

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain any details. We will also let you know the name of the person who will be dealing with your complaint.

2. If appropriate we will then invite you to meet and discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 21 days after first receiving your complaint.

If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, or if we do not feel a meeting is approriate we will write fully to you within 28 days setting out our views on the situation and any redress that we would feel to be appropriate.

3. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days.

4. We will let you know the result of the review within 10 days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman which has been set up by the Government to deal with complaints If you are still not satisfied, you can contact them about your complaint. This usually needs to be done within 6 months of our reaching concluding our in house complaints procedure. However, we very much hope that this will not be necessary.The Legal Ombudsmans address is P O Box 6806 Wolverhampton WV1 9WJ

If you believe we have breached one of the Solicitors Regualtion Authority Principles you can make a complaint to them at The Cube, 199 Wharfside Street, Birmingham B1 1RN

If your complaint is only about the bill you may have a right to object to it by applying to the court for an assessment under Part III of the Solicitors Act 1974.”

Timescales

In normal circumstances you are required to register a complaint within one year. You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm’s complaints procedure.
In Summary

1. You must register your complaint with us within one year.

2. The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint.

3. After this time, you can contact the Legal Ombudsman: visit www.legalombudsman.org.uk, call 0300 555 0333 or email enquiries@legalombudsman.org.uk