Open Law – Complaints Procedure
We are committed to providing a high-quality legal service and at Open Law we want to give you the best possible service to all our clients but recognise that problems can sometimes arise. When that happens, we want to put these right where possible, and to take the opportunity to learn from them so we can improve the quality of our service. 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.
How do I make a complaint?
You can contact us in writing (by letter or email) or by telephone.
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 you do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the Engagement Letter we sent you at the beginning of your matter.
If you do not feel able to raise your concerns with either of these people, or you are unsatisfied with their response, please contact Lisa Rowell, Director of Open Law at Lisa@open-law.co.uk who has overall responsibility for complaints.
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
How will you deal with my complaint?
We will write to you within seven working days acknowledging your complaint, enclosing a copy of this policy. If the complaint relates to Lisa Rowell then another member of the management team at Open Law will write to you.
We will investigate your complaint. This will usually involve:
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your matter.
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 complaint to the Legal Ombudsman:
If you would like more information about the Legal Ombudsman, please contact them. You can contact the Legal Ombudsman at:
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, a disability or other characteristic.
Visit its website to see how you can raise your concerns with the Solicitors Regulation Authority Solicitors Regulation Authority.
What will it cost?
We will not charge you for handling your complaint.
Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our Engagement Letter and Terms of Business.
The Legal Ombudsman service is free of charge.
Open Law is a trading name of Open Law Limited and is authorised and regulated by the Solicitors Regulation Authority under SRA number 664429.
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