COMPLAINTS POLICY AND PROCEDURE
Yugin & Partners is confident of providing a high level of service in respect of all areas of our practice. However, if you are dissatisfied with the service provided, then you should inform us immediately so that we can seek to address your concerns. In the first instance, you should contact the fee earner or supervising partner who has conduct of your work. If that does not resolve your concerns and you wish to make a formal complaint, you should contact Murray Yugin, who are our client care partners. A copy of our full complaints procedure is available on written request to Murray Yugin.
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. Before accepting a complaint for investigation, the Legal Ombudsman will first check that you have tried to resolve your complaint with us. Please note that any complaint to the Legal Ombudsman must be made:
within six months of receiving a final response to your complaint; and
* no more than six years from the date of act/omission; or
* no more than three years from when you should reasonably have known there was cause for complaint.
* In some circumstances, you may also be entitled to apply for an assessment of our bills under Part III of the Solicitors Act 1974.
The Ombudsman may not consider a complaint about a bill you have applied to the court for assessment of that bill.
The SRA has a separate complaints procedure, which can be found at www.sra.org.uk.
If you would like more information about the Legal Ombudsman, please contact them by telephone on 0300 555 0333 or by email using firstname.lastname@example.org. The Legal Ombudsman may also be contacted by post addressed to "Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ".
Further information, including the relevant complaint form, can be obtained from www.legalombudsman.org.uk.