Neves Solicitors LLP is committed to providing a high quality legal service to all our clients. If you have any concerns about the quality of our service, we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a concern or a complaint, please contact the person dealing with your matter or their supervising partner (their name should be on the initial client care letter to you). If your complaint has not been dealt with to your satisfaction by the person handling your case or their supervising partner, please address your complaint to Andrew Becconsall, Director of Risk and Compliance. Andrew Becconsall can be contacted by email at compliance@nevesllp.co.uk. 

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within five working days of our receiving the complaint.
   
   
2. Our Director of Risk and Compliance, Andrew Becconsall will investigate your complaint, review your matter file and speak to the member of staff who acted for you. 
   
   
3. We will send you a detailed written reply to your complaint, including any suggestions for resolving the matter, within 56 days of sending you the acknowledgement letter.
   
   
4. Should we require any additional information during our investigation from you we will contact you. If in doing so the timescale for our response is likely to change we will let you know and explain why.
   
   
5. If we feel it is appropriate after carrying out our review of the matter we will invite you to a meeting to discuss and hopefully resolve your complaint.
   
   
6. If you are still not satisfied, you can then contact the Legal Ombudsman. Please note that there are eligibility requirements. Their contact details are:
   
    Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
    Website: www.legalombudsman.org.uk
    Tel:  0300 555 0333 (or if telephoning from overseas +44 121 245 3050).
    Email: enquiries@legalombudsman.org.uk
   
   
7. The Legal Ombudsman will usually expect you to have given the firm an opportunity to resolve your complaint. They expect complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
   
   

8. Details of how you can raise your concerns with the Solicitors Regulation Authority can be found on their website. Please note that the SRA is concerned with breaches of professional standards rather than concerns about the level of service.

April 2023