We aim to provide you with a high quality service at all times. However, if at any time you have concerns or are unhappy with our service, please contact us so that we can do our best to resolve the problem.
We follow an internal complaints and dispute resolution procedure to ensure that complaints raised are resolved fairly, quickly and effectively. Don’t hesitate to raise any concerns with us.
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. Alternatively, you can email concerns for the attention of our Client Care Team at Client.Care@taylor-rose.co.uk.
Our complaints procedure is summarised in our Client Care Letter and set out in full in our Terms of Business. A copy of our current Terms of Business can be downloaded below. Alternatively, you may request a copy of the Terms of Business from the person working on your case or our Client Care Team.
Where we are unable to resolve your complaint through our internal complaints process, you may have a right to complain about our service to the Legal Ombudsman. The Legal Ombudsman is an independent complaints body which deal with legal services complaints. You can make a complaint to the Legal Ombudsman within six months from the date of our final decision under our own internal complaints procedure. You must also take any complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
Should you have an issue with our fees, you may have the right to apply for an assessment under Part III of The Solicitors Act 1974. Do note that the Legal Ombudsman may not investigate a complaint about our fees where you have already made a request to the court for an assessment.
Further information relating to the Legal Ombudsman can be found on their website at www.legalombudsman.org.uk. Their contact details are:
PO Box 6806
Telephone: 0300 555 0333
Email address: firstname.lastname@example.org
If your concern is about our notary services, and you are not satisfied with our Client Care Team’s final response, you can complain to The Notaries Society at:
Other Alternative Dispute Resolution (ADR) bodies are also competent to deal with complaints about legal services on your behalf and on behalf of our Company. ProMediate are a certified ADR company and further details can be found on their website at www.promediate.co.uk.
If your complaint is relating to a service or products that you bought online that we have supplied you can also refer to the European Dispute Resolution team at http://ec.europa.eu/odr.
If you are unhappy about our behaviour as opposed to our service, for instance you think we have been dishonest, taken or lost your money, or have treated you unfairly because of your age, a disability or other characteristic, then you may contact our regulatory body, the Solicitors Regulation Authority. Follow this link: Solicitors Regulation Authority.
Download our PDF Terms of Business below:
TAKE A LOOK AT