Complaints Procedure

Our complaints policy:

We wish to provide a high-quality legal service. If a client considers we have not, the following procedure should be followed. Our complaints procedure is free of charge to our clients.

Our complaints procedure:

If you think we have not provided the service you expect, or if you do not agree our charges, please speak to the person dealing with your matter as soon as possible.

If this does not resolve your issue, please write to the director responsible for the conduct of your matter as indicated on our terms of engagement letter. This will be Rory Fordyce, at the following address:

1-2 City Business Centre, Hyde Street, Winchester SO23 7TA

Or email to rory@taylorfordyce.co.uk

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days.
2. The investigating Director will either reply in full to your complaint, or seek further details from you, or invite you to a meeting to discuss your complaint. 
3. We are required to deal with your complaint within 8 weeks.

If our Complaints Procedure fails to deal with your complaint:

If you are not satisfied with our final response to your complaint, if you are a consumer or a small business you may refer your complaint to the Legal Ombudsman. The Legal Ombudsman is the independent body which deals with complaints about legal services in England and Wales

The website is: www.legalombudsman.org.uk

The postal address is: Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ

Telephone 0300 555 0333 – 08.00 to 17.30 Monday to Friday

Time limits:

Please note that if you wish to take up a complaint with the Legal Ombudsman then you should do so no later than six months after the date of our final written response to your complaint, or within a year of the act or omission about which you are complaining occurring (or you become aware of it).

The Legal Ombudsman may: (a) investigate the quality of the professional service supplied by a solicitor to a client; (b) express a view on whether the solicitor's charges are found  reasonable; or (c) refer allegations that the solicitor has breached rules of professional conduct to the SRA.

The Legal Ombudsman will not: (a) determine complicated issues of fact or law which can only be decided by a Court; or (b) give legal advice or tell a solicitor how to handle a case; or  (c) review the outcome of a court case.

Online services:

If your complaint relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to a certified alternative dispute resolution (ADR) provider in the UK via the EU ‘ODR’ platform. The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumers only.

The website address for the ODR platform is http://ec.europa.eu/consumers/odr