We aim to meet the expectations of our clients, however, if we fall short, we will work together with our clients to resolve any concerns clients may have.  They can immediately raise their concerns with the person who is currently allocated with their matter.  If this fails to resolve your concerns to your satisfactory then please contact the firm’s Complaints Officer.  

Under the Solicitor Regulation Authority Rules, we are committed to providing high quality legal advice and client care. If you are unhappy with any aspect of the service you have received or about your bill, we would ask you to initially discuss this with the fee earner with conduct of your matter.

If your concerns cannot be resolved we ask that you put your concerns in writing and it will be dealt with as a formal complaint. In accordance with our internal complaint’s procedure, your complaint will be acknowledged and we will look into your concern promptly, fairly and effectively and will try to resolve the problem quickly. Please ask for a copy of this procedure if you would like further details.

The Complaints Officer will review the matter and provide you with an initial or substantive response normally within 16 weeks. The Complaints Officer may consider it appropriate to instruct an external reviewer to assist in the review but it will be subject to strict rules of confidentiality and you will be informed if this happens.

Please, contact our Complaints Officer at the below addresses.

Complaints Officer: 
Email Address: complaints@osbournepinner.com

CITY OFFICE LOCATION
48 Warwick Street, Piccadilly Circus
London, W1B 5NL
Fax: 020 7183 2462
E-Mail: info@osbournepinner.com 

HARROW OFFICE LOCATION
79 College Road,
Harrow, HA1 1BD
Phone: 0203 983 5080
Fax: 020 7183 2462
E-Mail: info@osbournepinner.com

You will be provided with a copy of our complaints policy.

Should you remain dissatisfied with our handling of the complaint, or about the firm’s bill, you can ask the Legal Ombudsman to consider it further. Before you make a complaint to the Legal Ombudsman, it is a requirement that you have raised your complaint with us first and we have 16 weeks to deal with your complaint. If you are not satisfied with our handling of your complaint after the 16 weeks has expired you can ask the Legal Ombudsman to consider the complaint. The time limit to bring a complaint to the Legal Ombudsman is 6 months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

Their contact details are: Legal Ombudsman

Address: PO Box 6806, Wolverhampton, WV1 9WJ

Telephone: 0300 555 0333

Website: www.legalombudsman.org.uk

Email: enquiries@legalombudsman.org.uk

As part of the firm’s complaints handling procedures, we are obliged to inform you that you are entitled to complain about your bill; there may also be right to object to the bill by making a complaint to the  Legal Ombudsman and/or by applying to the court for an assessment of the bill under Part lll of the Solicitors’ Act 1974; and if all or part of the bill remains unpaid the firm may be entitled to charge interest. If you have already applied to the Court for assessment of your bill, please be aware that the Legal Ombudsman cannot then consider it.

Please note that generally only individuals and small businesses fall within the Legal Ombudsman scheme rules.

Alternative complaints bodies such as ProMediate and Small Claims Mediation exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.

However, at this time we consider the Legal Ombudsman the most appropriate complaint body and we do not agree to use schemes operated by the alternative complaint’s bodies.66