Complaints Procedure / Client Satisfaction
Satisfying your requirements and expectations requires not only a professional approach on our part, but also that we should be kept aware of any concerns that you have about our work or about the progress of your matter. We therefore hope that you will raise any such concerns promptly and frankly, and indeed tell us of any suggestions to improve our services. To that end we have internal systems of quality control, including periodic reviews of our service.
Any complaint you may have in relation to our services, which may include a complaint about an invoice, should be raised in the first instance with the fee earner responsible for your matter. He or she may seek the assistance of others in the firm trying to resolve the matter with you. Alternatively, if either at the outset, or if you and the fee earner cannot resolve your complaint, you wish to make a complaint under our Complaints procedure or if your complaint relates to that fee earner. Please write to the firm’s complaints handling director, Dipesh Dosani. He will acknowledge your complaint in writing, explain to you the procedure that he will follow to investigate the matter and will conduct a full review.
If you remain dissatisfied after receiving our final response to your complaint (including a complaint relating to an invoice) you can contact the Legal Ombudsman as follows:
- post: PO Box 6806 Wolverhampton WV1 9WJ; or
- email: email@example.com; or
- telephone: 0300 555 0333 or if calling from overseas +44 121 245 3050
If you wish to refer a complaint to the Legal Ombudsman. it should be done within six months of our final response to your complaint; and within six years of the act or omission that caused the complaint or if outside this period, within three years of when you should reasonably have known about the relevant act or omission.
The Legal Ombudsman has restricted the categories of clients who are eligible to complain to it. Broadly speaking, a complainant must be an individual (including trustees, personal representatives and beneficiaries of estates), a small business or a charity or club with an annual net income of less than £1 million. For further guidance please refer to the Legal Ombudsman Scheme Rules.
If you remain dissatisfied after receiving our final response to your complaint (including a complaint relating to an invoice) and the Legal Ombudsman’s reply, you can contact SRA. Please note that you can contact the SRA without having to go to the Legal Ombudsman albeit the SRA may refer you to the Legal Ombudsman. The SRA’s details are as follows:-
- Post: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
- Telephone: 0370 606 2577
If you wish to make a complaint relating to a bill, you must do so within one month of receiving the bill, failing which we will be under no obligation to investigate or to attempt to resolve the complaint. You may also have the right to apply to the court for assessment of the bill under Part III of the Solicitors Act 1974, or Part 48 of the Civil Procedure Rules 1999 normally within twelve months of delivery of the bill. The Legal Ombudsman may decline to consider your complaint if you have applied to the court for assessment of the bill.
These terms shall govern your use of our website. By using our website, you will accept these terms and conditions in full.
Lincoln & Rowe grants permission for individuals to view pages from this website in a web browser, download pages for caching and print pages for non-commercial use only. You must not download any content or save materials from our website to your computer.
Misuse of website
You must not:
- use our website in any such way or take any action that causes, or may cause, damage to the website or impairment of the performance, accessibility or security of the website and it’s customers;
- use our website in any which way that is unlawful, illegal, fraudulent or harmful within ny purpose or activity;
- hack or tamper with the content of our website
- use our website to copy, store or host materials which is linked to spyware or computer viruses’
- decrypt any communications sent to or by our website without our permission
- conduct any data activity for marketing activity without our express written consent
- use of website except by means of our public interfaces
We do not warrant or represent:
- the accuracy of any third party publications on our website;
- that the material on our website is consistently up to date;
- that the website will operate without fault;
- that the website will remain available and content will not discontinue
We may revise our website T&C documents from time to time
Lincoln & Rowe is a trading name of Lincoln & Rowe Limited. Our company number is 11229611
Our registered address is 81 Chancery Lane, London, WC2A 1DD
This website is owned and operated by Lincoln & Rowe