Complaints Procedure

We are committed to providing high-quality legal advice and client care. If you are unhappy about any aspect of the service you receive or about the bill, please contact our Head of Practice, Julia Nicholls, on 01702 804 130.  You can also write by post to Nicholls Law, 1st Floor 26-28 West Street, Market Square, Rochford, Essex SS4 1AJ. We have a written procedure that sets out how we handle complaints. Julia Nicholls will provide a copy of the complaints procedure on request.

If we cannot resolve any such concerns to your satisfaction you can make a complaint to the Legal Ombudsman.

The Legal Ombudsman investigates complaints about legal services. They expect complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

The Legal Ombudsman may consider complaints made after these deadlines if it is fair and reasonable for them to do so. They may decide not to pursue a complaint if:

1. there was no significant loss, distress, inconvenience, or detriment;
2. the size or complexity of the complaint, or your behaviour, results in the complaint requiring a disproportionate use of resources;
3. there has been undue delay in bringing the complaint;
4. where you have already accepted a reasonable offer we made.

The Legal Ombudsman’s contact details are:

• Visit: www.legalombudsman.org.uk
• Call: 0300 555 0333 between 10am to 4pm
• Relay UK: 18001 0300 555 0333
• Email: enquiries@legalombudsman.org.uk
• Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Complaints about rights under the General Data Protection Regulation may be made to the Information Commissioner’s Office: ico.org.uk.

Any disputes or legal issues will be determined by the laws of England and Wales and considered exclusively by the English and Welsh courts.