19. COMPLAINTS

19.1 We aim to provide a high quality service to each of our clients.  However, if you, as a client, are not satisfied with our services, you may wish to complain.  In the first instance, you should contact us on 020 7608 4600 and request to speak with the supervising partner, for Property being Michael Loudon (m.loudon@belmontandlowe.co.uk) and for Private Client, being Belinda Hornsby Cox (b.hornsbycox@belmontandlowe.co.uk).  We will respond promptly and professionally to any complaint, in accordance with the following procedure: –

• If after your initial contact we do not resolve the matter to your satisfaction, you will be invited to put the complaint in writing, addressed to the firm’s Complaints Officer, Karen Wallace, giving reasons for dissatisfaction in as much detail as possible.  The firm will accept delivery of this complaint by email to: k.wallace@belmontandlowe.co.uk.
• On receipt of the written complaint we will thoroughly investigate the complaint further and will respond within 14 days.  We will either give our substantive response or, if that is not practicable, we will give you our expected timetable for doing so.
• If the problem cannot be resolved, you may use the complaints and redress scheme operated by the Legal Ombudsman (www.legalombudsman.org.uk) who can be contacted by telephone at 0300 555 0333 or at the address set out below.   Alternatively the Solicitors Regulation Authority is our professional regulator and handles any complaints relating to professional misconduct.

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Tel 0300 555 0333

19.2 A complaint to the Legal Ombudsman must be made: –

• Within six months of receiving our final response to your complaint; and
• No more than one year from the date of the act or omission being complained about; or
• No more than one year from the date when you should reasonably have known that there was cause for complaint.

19.3 You may also have the right under certain circumstances to challenge our bill by applying to the court to assess the bill under Part III of the Solicitors Act 1974. The usual time limit for making such an application is one month from the date of delivery of the bill. If the application is made after one month but before twelve months from delivery of the bill, the court’s permission is required for the bill to be assessed. Please note that the Legal Ombudsman may not consider a complaint about a bill if a client has applied to the court for assessment of that bill.

19.4 Unless there are special circumstances, the court will not usually order a bill to be assessed after: –

• 12 months from delivery of the bill;
• a judgment has been obtained for the recovery of the costs covered by the bill; or
• the bill has been paid, even if this is within 12 months.

19.5 We are entitled to keep all your papers and documents while there is still money owed to us for fees and expenses.  This is sometimes referred to as a solicitors’ lien.

19.6 The Solicitors Regulation Authority is our professional regulator and will handle any complaints relating to professional conduct matters.  Please see www.sra.org.uk for more details.