Complaints and Complaints Procedure

The following is our Complaints Procedure which we have developed in accordance with the Solicitors’ code of conduct. If at any time you require a separate copy of this Procedure, please let us know.

It would be helpful to us if you could provide details of your concerns about us or our service in writing (if you have not already done so). Under the Solicitors Code of Conduct produced by the Solicitors Regulatory Authority, you are entitled to make a complaint in the event of a problem.

Your complaint should be addressed to the Firm’s Client Care Partner who is Saranjit Minhas who can be contacted by email on skm@brixworthlegal.co.uk

The Solicitors Code of Conduct is available at www.sra.org.uk/solicitors/code-of-conduct



Actions we will take

Within 2 working days of receiving your complaint:

We will acknowledge receipt of your complaint and will:

  • Set out our understanding of it.

  • Seek any further information required.

  • Advise you of the name and contact details of the Partner in charge who will handle your complaint.



Within 2 working days thereafter:

The Partner in charge will write to explain what action will be taken next and provide you with a timescale in which to deal with your concerns.



Within 3 working days of completing the investigation:

We will then respond to your complaint and suggest ways of resolving the matter to our mutual satisfaction.



Within 7 working days of receiving our response:

If you remain dissatisfied you can ask that the matter be reviewed by our Client Care Partner or if she dealt with the complaint, another partner or someone unconnected with the matter at the firm.



Within 5 working days of concluding the review:

After the review has taken place you will be informed of the outcome.



At conclusion:

The complaint will be recorded in our Central Register for monitoring and management purposes.



Usually within 6 months of the date of our final decision:

If you still remain dissatisfied, you can contact the Legal Ombudsman. For further information, please contact him/her



(i) by post to PO Box 15870, Birmingham, B30 9EB;

(ii) by telephone on 0300 555 0333

(iii) by email at enquiries@legalombudsman.org.uk; or

(iv) refer to the website www.legalombudsman.org.uk

Any complaint about a bill we issue to you can be dealt with under this Procedure. There may also be a right for you to object to the bill by making a complaint to the Legal Ombudsman and/or by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not deal with a complaint about a bill if you have already applied to the court.

Please note that if all or part of a bill remains unpaid we may be entitled to charge interest (see Section 11 in the Terms of Engagement section).

 

REGULATIONS AFFECTING YOUR CANCELLATION RIGHTS

 

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:

 

If we have not met you either in person (because, for example, instructions and signing of the contract documentation is taking place by telephone/mail, e-mail or on-line - ie: by way of a "distance" contract) or we have taken instructions and a contract has been concluded away from our business premises (because, for example, we have met with you at home, ie: by way of an "off-premises" contract) and the contract was entered into on or after 14th June 2014, you have the right to cancel this contract within 14 calendar days of entering into the contract without giving any reason.

 

The cancellation period will expire after 14 calendar days from the day of the conclusion of the contract.

 

To exercise your right to cancel, you must inform us at Brixworth Legal Limited,

 

Catherine House, Suite B,
Harborough Road,

Brixworth,
Northamptonshire,
NN6 9BX.

 

Email: skm@brixworthlegal.co.uk  

 

of your decision to cancel this contract by a clear statement (eg: a letter sent by post, fax or email).  You may use the model cancellation form attached to your Client Care Letter, but it is not obligatory.

 

If you use this option we will communicate to you an acknowledgement of receipt of such a cancellation on a durable medium (eg: by email) without delay.  To meet the cancellation deadline, you must send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

 

Should you require the work to be commenced within the 14 calendar day cancellation period, you must provide your agreement to that in writing, by email, post or fax to enable us to do so.  By signing and returning the client care letter, you are providing your agreement in writing to enable us to commence work within the 14 calendar day cancellation period.  Where you have provided your consent for work to commence within the 14 calendar day cancellation period and you later exercise your right to cancel, you will be liable for any costs, VAT and disbursements incurred up to the point of cancellation.  Unless you make an express request for us to commence work within the 14 day period (ie by signing and returning the client care letter) we will not be able to undertake any work during that period.

 

FUTURE INSTRUCTIONS

 

Unless otherwise agreed, these Terms and Conditions will apply to all future instructions you give us on this or any other matter.

 

TO BE COMPLETED BY THE CLIENT

 

Solicitor's reference: .........................................................................

(IF THERE IS MORE THAN ONE CLIENT, ALL MUST COMPLETE BELOW)

 

DECLARATION AND AGREEMENT:

 

      I/We...........................................................................confirm that I/We have read and understood, and accept the above terms and Conditions and accompanying Client Care Letter.

 

      I/We have received/obtained two prints of this form and have retained one.

 

FULL NAME (S) OF CLIENT (S)

 

....................................................................................................................................

 

 

SIGNATURE (S) OF CLIENT (S)

 

 

....................................................................................................................................

 

ADDRESS

 

...................................................................................................................................

 

DATE

 

.........................................................................

 

Authorised and regulated by the Solicitors Regulatory Authority (number 636407)