Service Issues

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At Brighton & Hove Law, we are committed to providing the best possible service to our clients. However, we recognise that sometimes, they may have issues in the proceedings. In this case, we are equally as concerned in resolving problems our clients may run into. See below for more information on our complaint proceedings, or contact us directly.

Our Policy

We are committed to ensuring our clients receive the best possible service. However, we are equally committed to taking any expressions of dissatisfaction very seriously. If at any point in the proceedings, you become concerned or unhappy with the service we provide, please ensure you inform us immediately so we can do our best to swiftly resolve the problem.

Reporting and Investigation Responsibilities

Initially, we recommend contacting the solicitor working on your case to verbally discuss your concerns so we can attempt to resolve any issues at this stage. If the matter cannot be resolved informally with your solicitor, you may wish to make a formal complaint at this stage. It would assist investigations if you were to fully detail your concerns in writing so there is little room for misunderstanding your concerns and requirements. The Legal Ombudsman also recommends that you put your complaint to us in writing, clearly stating ‘Formal Complaint’ at the top of your letter and that you keep a personal copy. You should also keep copies of everything, including any re[lies you may receive from us. Please note that making a complaint will not affect how we handle your case. All complaints (written and verbal) are recorded and logged centrally to enable us to detect recurring issues. We will comply with our obligations under the GDPR Guidelines 2018 in this process.

If you are concerned about solicitor behaviour, the Solicitors Regulation Authority can help you. Please find the contact details below:

SRA, The Cube, 199 Whartside Street, Birmingham B1 1RN

Phone: 0870 606 2555

Response Times

Written complains will be acknowledged within seven days of receipt whereby the name of the person responsible for handling the complaint will be confirmed. A full reply will be sent as soon as the matter has been investigated and our proposals for dealing with your concerns have been agreed upon. We will always endeavour to provide a full response within 21 days of our acknowledgement. If this is not possible, an interim response will be given explaining why it is not possible to meet this deadline. All complaints should be given a response within eight weeks.

We do not charge for handling complaints. If a bill for work completed remains outstanding, however, we may be entitled to charge interest on that amount as explained in our terms of business.

Unresolved Issues

If for any reason we are unable to resolve any issue between us, you may be entitled to complain to the Legal Ombudsman for independent review.

The Ombudsman will usually expect you to allow us eight weeks to resolve the manner. You must take your complaint to the Ombudsman within six months of receiving a final response from us regarding your complaint. Equally, your complaint must be brought to the Ombudsman within no more than six years from the date of the initial problem.

For more information about the Legal Ombudsman, please see the contact information below:

PO Box 6806, Wolverhampton, WV1 9WJ

Email: enquiries@legalombudsman.org.uk

Phone: 0300 555 0333

Or visit the Ombudsman website: www.legalombudsman.org.uk

Contact us:

Phone: 01273 205805

Email: advice@brightonandhovelaw.co.uk

Client Testimonials

Just wanted to say a massive thank you to you and the team – not the nicest of circumstances – but it was a real pleasure working with you, which resulted in the right outcome. You certainly kept me sane and my feet on the ground throughout the process. Finally, thank you for keeping my costs down. I have already recommended you to several people should they need any legal advice.

Mr S – East Sussex

Sarah Dummett and Ellie Chapman provide a first class, client focused service. Their advice and approach is accessible while robust.

Ayisha Robertson, Barrister

I received a very good and prompt service and I would recommend you to my friends.

Ms W

Samantha Barker at Brighton and Hove Law conducts her cases with competent vigour which undoubtedly makes the role of our barristers seamless. 

Steve Lavell, Director of Clerking

Lucy is a robust, calm and thoughtful solicitor with an amazing eye for detail and sound judgement. She is a strategic thinker who is excellent with clients, approachable, empathetic and gives clear advice that is always focused on a pragmatic outcome. She goes above and beyond to assist clients and is top-tier.

Ben Earle, Barrister

Thank you for all your time and support over the last 2 years. I believe your expertise and advice has seen that we’ve had such a positive outcome and for that I will always be grateful.

Ms K

I cannot recommend Lucy Gregory from Brighton & Hove Law enough to anyone who is about to embark on a divorce. She was my rock in extremely difficult proceedings and I honestly don’t know what I would have done without her knowledge, support and professionalism. I was given superior service and will always be glad I chose Brighton & Hove Law and Lucy to get me through one of the most anxious and stressful chapters of my life. An amazingly kind but professional family law firm to deal with. I will be forever grateful to you Lucy.

Ms D

Dear Jennifer, thank you for your hard work and support.

It was a great pleasure to work with you. I will advise a friend who is going through a similar situation to use you.

Ms J – Brighton

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