Client Care

Our aim is to offer all of our Clients and efficient and effective service. We hope that you will be pleased with the work that we do for you and the result that we achieve. However, should there be any aspect of our service with which you are dissatisfied, then the following procedure should be adopted so that we can attempt to resolve your complaint in as satisfactory a manner as possible.

a) If you have cause to query our level of service then in the first instance you should query this with the Fee Earner who is dealing with your case. Many queries or concerns can be resolved effectively. In that regard you would be welcome to attend our office for an appointment or alternatively please telephone and speak with the Fee Earner concerned.

b) If you do not feel that you can take this issue up with the Fee Earner concerned or if having done so you are dissatisfied with the outcome then you are entitled to complain using our following complaints handling procedure.

(i) You should address such a complaint in writing to our Mr Cleere who is the complaint handling Partner. You can do so by email and the appropriate email address is apc@trantercleere.co.uk. Upon receipt of a written complaint, our Mr Cleere will then locate the file of papers and fully consider your complaint having first read your file.

(ii) You can expect to receive an acknowledgement of your complaint within 7 days of its receipt by us.

(iii) You can expect to get a full and detailed response within 14 days of our initial letter acknowledging your complaint. If necessary, and it is convenient to you, you can by all means make an appointment to see our Mr Cleere at this office.

(iv) The Firm has a recognized complaints procedure, a copy of which is available on request.

(v) You may make a complaint about any bill that the firm may deliver to you. You also have a right to object to a Bill of Costs by applying to the Court for an assessment of the bill under part 3 of The Solicitors Act 1974. However, if all or part of the bill remains unpaid the firm may be entitled to charge interest.

(vi) At the conclusion of the complaints handling procedure we will of course write to you outlining the position of the firm. You then have the right to complain to the Legal Ombudsman at the conclusion of the complaint process. You may contact the ombudsman as follows: -

Legal Ombudsman
PO Box 15870
Birmingham
B30 9EB

Email: enquiries@legalombudsman.org.uk

Tel: 03005 550 333

However, please note that the Legal Ombudsman has indicated that any complaint to the Legal Ombudsman should be submitted within six months after you have received our final response to your complaint.