Client Complaints Procedure
Whitman Breed Law are committed to providing a high standard of service to our clients. However, we understand that you may feel that we may not always get it right. If you have a complaint about the service you have received or your bill please contact us. We will respond to any concerns you may have and we will do everything we can to sort out your complaint quickly and efficiently.
We find that most complaints can be resolved satisfactorily after discussion with the fee earner concerned. However, if a more detailed investigation is required,
this is how we will proceed.
You can raise your complaint by letter or email using the following details:
- Letter: Complaints, Whitman Breed Law, 17 Hanover Square, London W1S 1BN
- Email: firstname.lastname@example.org
Please mark your letter or email ‘Complaint’.
Please note that you should make your complaint to us within 6 months of the last correspondence you receive from us or 1 year of the act or
omission about which you are complaining occurring.
We aim to acknowledge your complaint within 7 working days from receipt and provide an initial response within 14 working days. Should a substantive written response be required we aim to send this to you within a further 21 working days.
If, for any reason, we are unable to respond fully within this 21 working day period, we will explain why and when we anticipate replying in full
If, at the end of the above process, you continue to be dissatisfied with our response, you can contact the Legal Ombudsman at
PO Box 6806, Wolverhampton, WV1 9WJ or via telephone on 0300 555 0333. The Ombudsman’s web address is www.legalombudsman.org.uk/.
Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint or within 1 year of the act or omission about which you are complaining occurring (or you becoming aware of it).
The Solicitors Regulation Authority can help you if you are concerned about our professional conduct.
You can raise your concerns with the Solicitors Regulation Authority.
If you wish to challenge a bill, you have certain rights under Part III of the Solicitors Act 1974.
Time limits apply and depend on whether the questioned bill has been paid. We are happy to explain this procedure at any time on request.
If you are not a client but wish to make a complaint, please address it in writing to our Managing Partner, Elton Shane.