Client Care & Terms Of Business
Our aim is to provide you with a high quality service at all times. Our Company is obliged to attempt to solve any concerns that clients may have with the level of service or products they have received.
We follow an internal complaints and dispute resolution procedure to ensure that complaints raised are resolved quickly and effectively. It is therefore important that should you have any concerns in regards to any of our services or products that you raise these immediately to us.
Should you have any queries or concerns about our work please first communicate these to the person handling your case. Alternatively, please email concerns to the attention of our Customer Care Co-ordinator, Rad Vara at Radhika.Vara@taylor-rose.co.uk.
Our complaints procedure is summarised in our Client Care Letters and explained in greater detail in our Terms of Business. A copy of our current Terms of Business can be downloaded below. Alternatively, you may request a copy of our Terms of Business from the Client Care Co-ordinator.
Where we are unable to settle your complaint via our internal complaints process, you have a right to complain to the Legal Ombudsman. The Legal Ombudsman is an independent complaints body, established under the Legal Services Act 2007, which deal with legal services complaints. You can file a complaint to the Legal ombudsman within six months from the date of our final decision under our own internal complaints procedure.
Should you wish to raise a complaint for a bill payment, you have the right to apply for an assessment under Part III of The Solicitors Act 1974. Do note that the Legal Ombudsman may not acknowledge investigating a complaint in regards to a bill payment where you have already made a request to the court for an assessment.
Further information relating to the Legal Ombudsman can be found on their website at www.legalombudsman.org.uk.
Their contact details are:
PO Box 6806
Telephone: 0300 555 0333
Email address: firstname.lastname@example.org
Other Alternative Dispute Resolution (ADR) bodies are also competent to deal with complaints about legal services on your behalf and on behalf of our Company. ProMediate are a certified ADR company and further details can be found on their website at www.promediate.co.uk.
If your complaint is relating to a service or products that you bought online that we have supplied you can also refer to the European Dispute Resolution team at http://ec.europa.eu/odr.