Queries & Complaints

We are committed to providing high-quality legal advice and client care. Please always feel free to contact us if you have any queries about the service you receive from us or your bill. It is only when you tell us about any dissatisfaction that we can take steps to put matters right for you. In the first instance if you have any queries or are unhappy about your case you should arrange to see the person dealing with your case or their supervisor.

If the discussion does not resolve the problem, please contact our Quality Manager, Mr R L Giles by email at  rlg@gardnercroft.co.uk, by telephone on 01227 813400 or by post to 2 Castle Street, Canterbury, Kent CT1 2QH. We have a written procedure that sets out how we handle complaints. It is available on request from our Quality Manager.

We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman. If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman’s contact details are:

PO Box 6806, Wolverhampton, WV1 9WJ
telephone 0300 555 0333
enquiries@legalombudsman.org.uk
www.legalombudsman.org.uk

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint, or within six years of the occurrence of the act or omission about which you are complaining (or if outside of this period, within three years of when you should reasonably have been aware of it). Generally, the Legal Ombudsman deals with complaints relating to acts or omissions that happened after 5 October 2010.

The Legal Ombudsman deals with complaints by consumers and very small businesses. This means some clients may not have the right to complain to the Legal Ombudsman, e.g. charities or clubs with an annual income of more than £1m, trustees of trusts with asset value of more than £1m and most businesses (unless they are defined as micro-enterprises). This does not prevent you from making a complaint directly to us about the service you have received or about the bill.

In common with all firms of solicitors, our conduct is regulated by the Solicitors’ Regulation Authority (SRA). The SRA lays down the Principles we must follow as a professional legal practice. These include obligations to act fairly, with integrity and in the best interests of our clients. You can raise concerns with the SRA by contacting them directly at: report@sra.org.uk or by post to:

Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham B1 1RN

The SRA are not able to accept complaints regarding poor service.  For more information about the kinds of matters they can investigate and how to approach them, visit their website at www.sra.org.uk

Meet The Team

Richard Giles

Position: Partner
Work Area: Litigation
Read Profile

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