Complaints Handling Procedure

Our aim is to offer all our clients an excellent service; one that provides technically correct legal functions and advice, performed in a courteous and efficient fashion.  We have always enjoyed a high level of client satisfaction, which we work hard to achieve, by listening to our clients and revising our practices should the need arise.

However, we do recognise that sometimes things go wrong, and, very occasionally, we do not achieve our purpose of delivering good value services.

If this occurs, we need to know that you are unhappy, and why, so that we may have the opportunity of putting matters right.

Our Complaints Policy

Complaints fall into different categories (including complaints about bills).  We have a six step process of resolving complaints.  This, in our experience, enables us to respond in the most rapid and professional manner.

If however your complaint is particularly serious, or you feel unable to deal with the person handling your matter, then please start at step 2.  You may make your complaint to our Client Care Partner, Christopher Hayward by telephone (01621 852323/01376 512338), by e-mail, by post to Bright & Sons, West Square, Maldon, Essex  CM9 6HA, or via our website.  If your complaint is about a bill you may alternatively apply to the court for your bill to be assessed under Part III of the Solicitors Act 1974.  Please note that we are entitled to charge interest if all or part of the bill remains unpaid.

Step One

Initially please direct your complaint to the person dealing with your matter.  It is likely that they are unaware that you are unhappy with the service you are receiving.  Please tell them. If they can deal with your complaint, they will do so, and aim to resolve it with you with a minimum of fuss and in a speedy fashion.  Experience shows that a majority of complaints are satisfactorily resolved at this level.

Step Two

If you prefer, or your complaint cannot be dealt with by the person handling your matter please contact the partner supervising your work (the identity of this partner can be found in the initial letter we sent you when we accepted your instructions).  If they can deal with your complaint, they will do so, and aim to resolve it with you with a minimum of fuss and in a speedy fashion.

Step Three

If you prefer, or your complaint cannot be dealt with by the person handling your matter or their supervising partner, then please contact our Client Care Partner, Christopher Hayward.  Your complaint will be acknowledged and you will be asked for any further information we need to investigate your complaint fully.  You can expect to receive an acknowledgment of your complaint within 5 working days of its receipt.  A file will be opened and a record of your complaint made in our central register.

Step Four

Your complaint will be investigated.  We will examine the file and will speak to the fee earner concerned.  We will invite you to meet our Client Care Partner and hopefully resolve the complaint.  If you do not want a meeting, or it is not possible, we will send you a detailed reply to your complaint.  This will happen within 10 working days of us completing our investigation.

Step Five

If we do not resolve your complaint satisfactorily, you may ask us to review our decision. Another partner of the firm will review the decision within 10 working days of receiving your request for a review.

Step Six

If you remain unhappy with our decision you may complain to the Legal Ombusman (please note this right does not apply to businesses, charities or trustees).  Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or ommission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).  The Legal Ombudsman may be contacted on 0300 555 0333, or by post at P O Box 6806, Wolverhampton WV1 9WJ, or via the website


Thank you for helping us to achieve client satisfaction.

Solicitors in Essex with
offices in Maldon, Tiptree
and Witham

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