Client Satisfaction

Morton’s Solicitors is committed to high quality legal advice and client care. During the course of the matter, if there is any aspect about which you are concerned or require clarification, then please raise it with the person who is handling the matter, with a view to the matter being resolved quickly. If you remain concerned or we could not agree an appropriate course of action, then your complaint would be referred to Simon Morton (the company’s client care director) who would contact you, and attempt to resolve the matter to your satisfaction. If the complaint concerns Simon Morton please contact Lisa Morton.

We have a procedure in place that details how we handle complaints, which is available at our offices upon request. Your right to complain may relate to the way in which your matter is being handled or a bill that we issue. In the case of a complaint about a bill, there might also be a right to object to the bill by applying to the court for an assessment of the bill under Part 111 of the Solicitors Act 1974. Please be aware that if all or part of our bill remains unpaid, we may be entitled to charge interest – any such entitlement would be set out in our terms and conditions of business.

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

If you remain dissatisfied at the end of our complaints process, you would then be at liberty to contact the Legal Ombudsman at: –
Office of the Legal Ombudsman
PO Box 6806, Wolverhampton WV1 9WJ.

The Legal Ombudsman can be contacted on 0300 555 0333.
If you are calling from overseas, call: +44 121 245 3050.
NGT Lite users: 18001 0300 555 0333,
Minicom text phone user: 18002 0300 555 0333.
Their website is www.legalombudsman.org.uk.

The organisation is the statutory body to whom you may refer a complaint, once we have concluded our professional obligation to try and resolve it.

The Legal Ombudsman will expect you to have given your lawyer a chance to resolve your complaint before it will get involved. Normally, you will need to bring a complaint to the Legal Ombudsman no later than 12 months after you discovered the problem and within 6 months of receiving a final written response from us about your complaint.

You also have the right to complain about or challenge your bill by applying for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about a bill if you have applied to the Court for assessment of that bill.

You can download our full client care and client information booklet by clicking the button below.