Complaints by clients
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, or our fees or charges, 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 you would like to make a formal complaint, then you can read our full complaints procedure here [link to complaints procedure]. Making a complaint will not affect how we handle your case.
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 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 complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint, and
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Contact details:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough SL1 0EH
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 their website to see how you can raise your concerns with the Solicitors Regulation Authority.
Complaints by non-clients
If you are not a client, we will only be able to deal with your complaint if you allege that we have acted in breach of the Solicitors Regulation Authority Standard and Regulations. Any such complaint should be marked for the attention of Paul Mustafa, our Complaints Partner. If the breach appears self-evident, we will not need to seek further clarification. In all other cases, we may ask you to specific the alleged breach before we deal with your complaint.
If we agree there has been a breach, we will tell you as soon as reasonably possible and apologise. This does not affect your right to report the matter to the Solicitors Regulation Authority. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
Complaints Procedure
- Archerfield Partners LLP is committed to providing a high-quality service to all our clients at a reasonable price. If however you are not satisfied in any way or have any complaint about our service or charges, please raise the issue in the first instance with your Matter Manager and/or your Client Relationship Manager.
- If it has not been possible to resolve the matter with the person handling your matter, please send the details of your complaint in writing to Paul Mustafa, our Complaints Partner at pmustafa@archerfieldpartners.com. If your complaint concerns Paul Mustafa, please send the written details to Matthew Dowd at mdowd@archerfieldpartners.com.
- We will acknowledge receipt of your complaint within 3 working days of receiving it.
- We will then investigate your complaint. This will normally involve Paul Mustafa considering the issue(s) you have raised, reviewing your matter file and speaking to the partner or member of staff who handled the matter on your behalf. All future correspondence will be directed through Paul Mustafa or Matthew Dowd as appropriate. Our address for correspondence is:
14 Old Queen Street
London
SW1H 9HP
- We will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 14 days of acknowledging your complaint. Alternatively, within that period you will be invited to attend a meeting to discuss and hopefully resolve your complaint.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner or an appropriate person at the firm to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied, you may contact the Legal Ombudsman at PO Box 6167, Slough SL1 0EH or www.legalombudsman.org.uk or by calling 0300 555 0333.
- The Legal Ombudsman is the independent organisation which handles complaints against solicitors. Please note that there are time limits for bringing a complaint, and the Legal Ombudsman will not consider a complaint about an invoice if you have applied for it to be assessed by the court (see below).
- If your complaint is in relation to an invoice we have sent you, you may be entitled to have our charges and disbursements reviewed by the court under Part III of the Solicitors Act 1974 (please see our Terms of Business for further information). For this purpose, you must notify us in writing that you object to the amount of our bill within a month of receiving our invoice. Thereafter, you will need the permission of the court to apply for assessment.