Your Partners in Law
We are committed to providing a high-quality legal service to all of our clients. Should there be any aspect of our service with which you are unhappy, you should follow our written complaints procedure set out below. Any complaint about our services should be made to us or the Legal Ombudsman.
Important notice for our clients
With effect from 1 April 2023 the time limits referred to within the Complaints section of our Retainer Letter in relation to the Legal Ombudsman are changing. From 1 April 2023 the Legal Ombudsman expects complaints to be made:
- one year from the date of the act or omission being complained about; or
- one year from the date when the complainant should have realised that there was cause for complaint.
Our Complaints Procedure
If you have a complaint, in the first instance we would ask you to address this to the person dealing with your case by letter, e-mail, telephone or in person.
If this is not possible, or you have already done so but are not satisfied with the outcome, then you should contact our complaints officer. In order to ensure that the complaint is dealt with efficiently, we request that any complaint made to our complaints officer is put in writing. We can be contacted by e-mail or letter:
Complaints Officer, Knights Solicitors
Regency House, 25 High Street
Tunbridge Wells, Kent
We will send you a letter acknowledging receipt of your written complaint within 7 days of receiving your complaint. If necessary, we may ask you to confirm or provide further details.
Our complaints officer will then investigate your complaint by examining the relevant files and discussing the matter with the relevant fee earner(s) involved.
Following his investigation, our complaints officer will send you a detailed response within 56 days from the date we acknowledged your written complaint or, if we required further information from you, within 56 days of receiving that information from you. If this time limit is likely to be exceeded, we will write to you to explain why this is and to set out when we expect to respond to your complaint.
If we cannot resolve the complaint to your satisfaction, then you can contact the Legal Ombudsman at www.legalombudsman.org.uk , on 0300 555 0333 or via PO Box 6806, Wolverhampton, WV1 9WJ. You should do this within six months of our last communication with you concerning your complaint.
Complaints about Professional Misconduct
We are authorised and regulated by the Solicitors Regulation Authority who can investigate any complaints related to professional misconduct. Please see www.sra.org.uk or call 0870 606 2555 for further details.
Complaints about a Bill
If your concerns about a bill cannot be adequately dealt with by the fee earner involved or our accounts department, then you may be entitled to apply for a court assessment of that bill under Part III of the Solicitors Act 1974. This procedure is set out on our invoices.