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

I must say you have been amazing throughout this process and we both are most grateful. I know it has not been the most straightforward of cases, but your understanding, flexibility and patience, along with your excellent communications have made it as pain free as could be possible. I will without doubt be recommending your services.

Mr F

Lucy provided services as my solicitor long-distance. I was residing in the US while my case was ongoing in the UK court. I had the pleasure of meeting her face-to-face for an initial consultation before my return to the US and she was very professional in all correspondence until matters came to a conclusion.

She was always very happy to answer questions thoroughly and schedule long-distance phone calls when I requested them. She has a very kind and professional nature. Needless to say, she made what could have been an exhausting process extremely painless. I highly recommend her.

Ms S 

Thank you for all your help Sarah. I would not have got to this point on my own without your help. I appreciate everything you’ve done and the way you have always been so approachable and understanding of my situation. Without having you there this past year, I would be in a much more anxious and unhappy state of mind – and I would have felt helpless and unable to speak during the hearings.

Ms G

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

Ayisha Robertson, Barrister

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 very much, I know I keep saying this but you have been absolutely fantastic with all your help, advice, support and energy. Thank you very much Michelle.

Mr S

It is always a pleasure to be instructed by Brighton and Hove Law. Their team are extremely dedicated, hard working, knowledgeable and professional. They are on top of their game; clients consistently receive gold standard care and advice and counsel have well prepared briefs.

Sarah Taite, 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

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