Norton Peskett Complaints Procedure
We aim to offer all of our clients an efficient and effective service. You are welcome to send us compliments, suggestions or complaints. If you are unhappy with any aspect of our service you should raise the matter promptly with the Fee Earner with conduct of your case. We would much prefer that any misunderstandings are dealt with at an early stage than to have a client who is in any way dissatisfied.
If you feel that the Fee Earner has not dealt with your complaint in a satisfactory manner, you may escalate your complaint to the Fee Earner’s direct Supervisor (also referred to as the Head of Department).
Should there be any matter which they cannot resolve, you may write to the firm’s designated Complaints Handler and Senior Partner, Robert Barley at the following address:-
Mr R Barley
148 London Road North
Lowestoft
Suffolk
NR32 1HF
Mr Barley will deal with your complaint within eight weeks, although this may be sooner if this is a relatively simple matter. You have 12 months in which to lodge your complaint from the date you become aware of the issue.
If you are not satisfied with the way that your complaint has been dealt with you are at liberty to contact the Legal Ombudsman within 6 months of our final response to you, at the following address:-
PO Box 6167
Slough
SL1 0EH
Telephone 0300 555 0333
enquiries@legalombudsman.org.uk
The Legal Ombudsman will investigate any complaints regarding service issues. If your complaint is relating to professional conduct, then you must direct it to the Firm’s regulator, the Solicitors Regulation Authority (SRA), at the following address:-
The Cube
199 Wharfside Street
Birmingham
B1 1RN
Telephone 0370 6062555
contactcentre@sra.org.uk