Levy & Co Solicitors LLP
Quality Procedures Manual
We want to give you the best possible service.
However, if at any point you become unhappy or
concerned about the service we have provided, or
about the bill, then you should inform us
immediately, so that we can try and resolve the
problem. In the first instance, it may be helpful to
contact the person who is working on your case to
discuss your concerns and we will do our best to
resolve any issues at this stage.
If you would like to make a formal complaint then
please contact us by post to our offices at St.
Georges House, 31 Bridge Street, Witham,
Essex, CM8 1DY, by email
firstname.lastname@example.org or by telephone on
01376 511819. Making a complaint will not affect
how we handle your case.
What will happen next?
1 We will send you a letter acknowledging receipt
of your complaint within five days of receiving it,
enclosing a copy of this procedure.
2 We will investigate your complaint. This will
normally involve passing your complaint to our
Client Care Partner, Steven Levy, who will
review your matter file and speak to the
member of staff who acted for you.
3 We will invite you to a meeting to discuss and
hopefully resolve your complaint. We will do this
within 14 days of sending you the
4 Within five days of that meeting we will write to
you to confirm what took place and any
solutions that have been agreed with you.
5 If you do not want a meeting, or it is not
possible, you will be sent a detailed written
reply to your complaint, including the
suggestions for resolving the matter, within 21
days of sending you the acknowledgement
6 If you are still not satisfied, you should contact
us again and we will arrange for another
Partner within the firm to review the decision.
7 We will write to you within 14 days of receiving
your request for a review, confirming our final
position on your complaint and explaining our
8 If for any reason the timescales set out above
need to be altered (for example due to staff
absence, you will be notified in writing).
9 If you are still not satisfied with our handling of
your complaint you can ask the Legal
Ombudsman to consider the complaint. Contact
details are as follows:
PO Box 6806
0300 555 0333
10 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
Within six months of receiving a final
response to your complaint and
No more than six years from the date of
No more than three years from when you
should reasonably have known there was
cause for complaint.
If we have to change any of the above timescales,
we will let you know and explain why.
Complaints about your bill
The above complaints procedure also applies to
complaints arising concerning our bill. There may
also be a right to object to the bill by applying to the
court for an assessment of the bill under Part III of
the Solicitors Act 1974; and that if all, or part, of a
bill remains unpaid, the firm may be entitled to
Raising concerns with our regulator
The Solicitors Regulation Authority (SRA) can help
you if you are concerned about our behaviour. This
could be for things like dishonesty, taking or losing
your money or treating you unfairly because of your
age, a disability or other characteristic. You can find
information about raising your concerns with the
SRA at www.sra.org.uk in the ‘For the public’