Complaints Procedure

Complaints Procedure

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Complaints Procedure

Our Complaints Procedure

At Gray & Co we aim to provide the best possible service to our clients and, in order to do this, we need to know from you if you feel dissatisfied. Should you have any occasion to feel unhappy about our service, or about the bill, please let me know straight away and I will discuss this with you. Should you wish to make a complaint, Michael Gray is the person who deals with these matters and he will be prepared to meet with you to discuss your complaint (unless Mr Gray is the person you wish to make a complaint about, in which case it is Peter Barnett who will deal with your complaint). We have a procedure in place which details how we handle complaints which is available upon request.

We have eight weeks to consider your complaint. If we have not resolved it within this time, or if you are not happy with our handling of your complaint, you may complain to the Legal Ombudsman (PO Box 6167, Slough SL1 0EH, telephone 0300 555 0333, website The Legal Ombudsman will expect you to have given your lawyer a chance to resolve your complaint before it will get involved. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

You also have a right to complain about or challenge your bill by applying for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about a bill, if you have applied to the court for assessment of that bill.

If you are concerned about our behaviour, you can raise your concerns with the Solicitors Regulation Authority at The Cube, 199 Wharfside Street, Birmingham, B1 1RN. This would be relevant for matters involving dishonesty, taking or losing money or treating you unfairly because of your age, a disability of other characteristic. For further information you can contact the SRA on 0370 606 2555.