Complaints

Our aim is to provide a service with which you will be satisfied. However, we do realise that at times your expectations may not be met or you may have concerns or queries about our service. At any stage, if you have a concern about any aspect of the service provided by this firm, including the bill, please raise it initially with the fee earner who is handling your matter. Alternatively please contact our Complaints Officer who is Susan Rae and who can be contacted on 020 8747 0055 sr@raenemazee.co.uk. The firm’s Complaints Handling Procedure is available on request and will advise you how to take matters further. We would hope to resolve any issues as quickly and amicably as possible.

You may also ask the Legal Ombudsman at P.O Box 6806 Wolverhampton WV1 9WJ or telephone 0300 555 0333 to consider the complaint. The Legal Ombudsman accepts complaints from individual and small businesses, charities or associations. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint. Otherwise the time limit for the Legal Ombudsman accepting a complaint is six years from the date of the act or omission or three years from when you should have known about the complaint.

Please note that if your complaint relates to our fees, you may also apply to the Court for an assessment of the bill under Part III of the Solicitors Act 1974 although the Legal Ombudsman may not deal with your complaint if you have already applied for an assessment.

The SRA Code of Conduct 2011 sets out standards and requirements which are expected of all firms. This is for the benefit of clients and public interest. You can find more information about complaints here http://www.sra.org.uk/solicitors/handbook/code/content.page