Complaints Procedure

You are entitled to complain if you are dissatisfied with our service or if you wish to challenge a bill.

If you wish to complain please complete and submit this form and send it to the director responsible for client care, David Rogers, via complaints@setfords.co.uk with your file reference and brief details of your complaint. You can also contact our head office and request to speak to the complaints department on 01483 408780. A copy of our complaints procedure is available on request. You may also challenge a bill by applying for an assessment of the bill under Part III of the Solicitors Act 1974.

If you are a consumer and are not satisfied with how we have handled your complaint you can then contact the Legal Ombudsman by post at PO Box 6806, Wolverhampton WV1 9WJ, by telephone on 0300 555 0333, or by e-mail to  enquiries@legalombudsman.org.uk.

The Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for assessment of the bill.  Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint.  Further information and guidance is available on the Legal Ombudsman’s website at www.legalombudsman.org.uk.

There is also an online dispute resolution (ODR) platform available for consumers to use; you can find some information about this at http://ec.europa.eu/consumers/odr.