Our Service

We want to give you the best possible service.  However, if you become unhappy or concerned at any point with any element of the service we have provided (including concerning our fees and charges), please tell us about it immediately so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the paralegal/fee earner handling your matter or the Solicitor responsible and we will do our best to resolve any issue. 

If you would like to make a formal complaint, then you can read our full complaints procedure (Below)

Making a complaint will not affect how we handle your matter.  

If we are unable to resolve your complaint, you may have the right to refer your complaint to the Legal Ombudsman which deals independently with complaints against lawyers registered in England and Wales.  

You can also refer any concerns about our behaviour to the Solicitors Regulation Authority.

Informal Resolution

If you have any complaint or concerns about the service you receive from us (including the level of our fees), in the first instance please raise them with the Solicitor responsible as soon as possible. We find that most complaints or concerns can be resolved informally and we will address your issue promptly, fairly, openly and effectively.

Formal Resolution

If you would like your complaint or concern to be addressed formally or are not satisfied with the outcome of the informal resolution process, then please write to one of the following people, outlining your complaint or concern:

• The Solicitor with care and conduct of your case
• The Director, Osborn Knight Solicitors, 3 Hardman Square Manchester M3 3EB

They will address your complaint or concern promptly, and you can expect that they will:

1. acknowledge receipt of your complaint within five days of receiving it;
2. investigate your complaint; and
3. report the outcome of that investigation to you within 8 weeks of your complaint. 

How the Complaint Will Be Dealt With

The Directors will look at your file and ask for full details from you and the Fee Earner who has conduct of the case. The whole object is to ensure that you, as our client:

• ·         are satisfied that the complaint has been dealt with seriously
• ·         receive a prompt response
• ·         are given an assurance that the matter is under review
• ·        are notified as soon as possible of the outcome.

Any outcome will be recorded on your client file and a copy kept. You will be notified of the outcome and the results of our investigation in writing within 8 weeks. 

Legal Ombudsman 

If you are or remain dissatisfied with our final response to your complaint, you may be entitled to complain to the Legal Ombudsman.

The contact details for the Legal Ombudsman are as follows:

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving a final response to your complaint; and
• No more than one year from the date of the alleged act or omission occurring; or
• No more than one year from when you should reasonably have known there was cause for complaint.

Further details as to eligibility to make complaints to the Legal Ombudsman and the applicable time-scales can be found at www.legalombudsman.org.uk.

Other

If your complaint is about your bill, you may also apply to the court for an assessment of the bill under Part III of the Solicitors’ Act 1974.  If all or part of a bill remains unpaid, we may be entitled to charge interest

Solicitors Regulation Authority

The Solicitors Regulation Authority can help if you are concerned about our behaviour.  

In England & Wales –

This could be for conduct like dishonesty, taking or losing your money or treating you unfairly because of your age, disability or other characteristic.  

Guidance on how you can raise your concerns with the SRA can be found on the SRA website (https://www.sra.org.uk/consumers/problems/report-solicitor/).