We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please contact us with details and we will send you a copy of our written procedure. A Director will deal with your complaint.
If we cannot resolve your complaint satisfactorily you will have the right to complain to the Legal Ombudsman (usually within 6 months of the firm concluding its complaints procedure). The Legal Ombudsman’s contact details are:
Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
Ombudsman Services: http://www.ombudsman-services.org
Small Claims Mediation: http://www.small-claims-mediation.co.uk/claims-mediation.co.uk
We do not agree to use any of these alternatives.
There may also be a right to object to our firms bill by applying to the Court for an assessment under Part III of the Solicitors Act 1974, but if you exercise this right it will preclude a complaint to the Legal Ombudsman and if all or part of a bill remains unpaid, the firm may be entitled to charge interest.
If we instruct Counsel on your behalf and you wish to make a complaint about their services, you can do this through us or directly with the Chambers. Full details of the complaint’s procedures can be found at their website or is available on request. If you remain dissatisfied with the Chamber’s complaint process you may contact the Legal Ombudsman. You should allow up to 8 weeks for the Chambers to resolve the complaint and the complaint should be referred to the Legal Ombudsman no later than 12 months from the date when the problem first arose or from the date when you should have reasonably have become aware that there was cause for complaint.
ABS Lawyers Limited does not hold money on behalf of a client during the currency of a case. When a client’s damages are received in settlement or part settlement of a particular hear of claim, the money is paid to either the client or the client’s nominee within 2 working days of receive and in those circumstances it is considered fair and reasonable not to account to the client for interest on those monies received. However, the firm has an interest policy to cover those very rare occasions when monies are held for a longer period and we recognise that it may be fair and reasonable to account for the interest on such monies subject to a de minimis sum of £20 or less. That de minimis figure is reviewed following any change in interest rate.
Complaints About Fees
If you are dissatisfied with our bill, you have the right to apply to the High Court for an assessment of our charges by an Officer of the Court under ss. 70, 71, and 72 of the Solicitors Act 1974. We hope that before making such an application you would first use our complaints procedure explained above.
Complaints either regarding or about our behaviour
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 characteristics.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority:- https://www.sra.org.uk/consumers/problems/report-solicitor/