We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If that does not resolve the the problem to your satisfaction, then please contact the Matter Supervisor as identified in the terms of engagement letter sent to you at the start of your engagement with Neate & Pugh.
The Matter Supervisor’s contact details are available on our website on the Who We Are page. Making a complaint to the Matter Supervisor will not affect how we handle your case.
What to do if we cannot resolve your complaint
In the event that your concerns remain unresolved after eight weeks of you bringing them to our attention, you may refer the matter to the Legal Ombudsman. The Legal Ombudsman is the Authority which deals with resolving disputes between solicitors and clients and they look at your complaint independently. A complaint to the Legal Ombudsman will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your full complaint to the Legal Ombudsman:
- within 6 months of receiving our final response to your complaint
and
- no more than one year from the date of the act or omission being complained about; or
- no more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information contact the Legal Ombudsman on 0300 555 0333 or via their website www.legalombudsman.org.uk.
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, disability or other characteristic.
For more information contact the Solicitors Regulation Authority on 0370 606 2555 or via their website www.sra.org.uk.
If you have concerns about an invoice, and we have not been able to resolve the issue, you may apply to the court to have the invoice assessed under Part III of the Solicitors Act 1974. However, please note that the Legal Ombudsman may not consider a complaint about an invoice if you have applied to the court for assessment of it.