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

Thank you very much Sarah – it feels really good that everything is done and dusted. I can’t believe it was so simple really – thank you for all your support!
I have been recommending you and will continue to do so.

Mrs D – East Sussex

It is a breath of fresh air to encounter such a dedicated and experienced Family Law Team at Brighton and Hove Law who service a broad spectrum of family work, especially supporting and advising parents whose children are subject to public law proceedings. Their dedication to clients who require special care, support and protection is unrivalled. As part of that team, Samantha Barker shows a real depth of experience and knowledge of family law and will pursue cases boldly and vigorously often achieving positive results which at the outset looked very unlikely.

Mark Love, Head of Chambers

Thank you so very much for your help and steering us through a minefield! Take care and be happy

Ms W

It is always a pleasure to receive a brief from Jennifer Lynch and Lucy Gregory. They are detailed and helpful which greatly assists in the through prep of a case. Their robust approach and collaborative working is reassuring for clients and energising to work with.

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

Ayisha Robertson, Barrister

If I could give an abundance of stars to rate Brighton and Hove Law I would. They have given an excellent service all round.
The care and personal attention given has been amazing. The support and understanding has been unmeasurable.

Confidential

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

Even though I am not your client, I would like to thank you for your prompt responses and the help you have provided.

I would certainly recommend you to anyone looking for a family lawyer.

Ms S – Brighton

Samantha Barker is a highly driven solicitor, who is passionate about client care. She goes over and beyond to serve her clients and is meticulous in preparation of highly sensitive and serious cases. I am always fully instructed by her within childcare family proceedings and find that her case management and follow up of the proceedings, is highly professional. Ms Barker is highly motivated in obtaining the best outcome for her clients.

Aisha Jamil, Barrister

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