Complaints

Preston Turnbull is committed to providing the highest standard of service to its clients. If however you have any queries or concerns, at any time, on any aspect of a matter (including a bill) then please do not hesitate to contact the Partner responsible for supervising your matter. If this does not resolve the matter to your satisfaction, or you would prefer not to speak to the Partner supervising your matter, then please feel free to contact Helen Preston. We will try to address any problem quickly and operate an internal complaints handling system to help us resolve the matter between ourselves. Details of our procedure for handling complaints are available from Helen Preston on request.

If for any reason we are unable to resolve matters between us within eight weeks, you may be entitled to ask the Legal Ombudsman of England and Wales to investigate your complaint. There are time limits for making such an application, generally within six months of our final written response to your complaint. For further information, you should refer to the Legal Ombudsman website (www.legalombudsman.org.uk) or contact them by telephone (0300 555 0333), by email (enquiries@legalombudsman.org.uk), or by writing to: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. If your complaint is about your bill, you may also apply to the court for an assessment of the bill under Part III of the Solicitors’ Act 1974. If all or part of a bill remains unpaid, we may be entitled to charge interest.

If you consider that we have breached an SRA Principle, please refer the matter directly to the SRA.

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