COMPLAINTS PROCEDURE

If you have any problem with the service we have provided for you or the account that we have rendered you then please let us know.

 

We will try to resolve any problem, quickly and operate an internal complaints handling system to help us to resolve the problem between ourselves.

A copy of our leaflet entitled “If you have a Complaint” was given to you when we first saw you and further copies are available from us if you require them or you can visit our website www.holdenandco.co.uk where a copy is displayed.)

 

If for any reason we are unable to resolve the problem between us, then we are regulated by the Solicitors Regulation Authority and complaints and redress mechanisms are provided through the Legal Ombudsman.

 

The Law Society is a designated professional body for the purposes of the Financial Services and Markets Act 2000 but responsibility for regulation and complaints handling has been separated from the Law Society’s representative functions. The Solicitors Regulation Authority is the independent regulatory body of the Law Society and the Legal Complaints Service is the independent complaints handling body of The Law Society.

 

The Legal Complaints service can be contacted via www.legalombudsman.org.uk.

The Legal Ombudsman will entertain a referral provided that the matter complained about occurred after 5th October 2010 and either you complain within 6 years of the act or omission or within 3 years from when you should reasonably have realised that you had a cause for complaint, whichever is the latter. In exceptional circumstances the Ombudsman can exercise his discretion to extend this time span.

 

You must make your complaint to them within 6 months of the conclusion or breakdown of any complaints resolution process operated by Holden and Co LLP if you are not satisfied with the way that the matter has been resolved or left. There are other requirements of the Ombudsman scheme that are set out in full at the web address given above or which can be obtained from 

their office on 0300 555 0333  or by post to PO Box 6806, Wolverhampton WV1 9WJ

 

The Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for an assessment of that bill.

Jo Holden

Managing Partner

law@holdenandco.co.uk

+44 (0) 1424 722 422