Complaints

If something I have done, or failed to do, has left you unhappy with my service, I would like to know. Most concerns can be resolved quickly and informally if raised early, and I would much rather hear from you than have a problem fester.

Scope of this page

This page applies only to work I undertake for clients directly under my own engagement letter, in my capacity as a freelance solicitor regulated by the Solicitors Regulation Authority (SRA number 666497).

Where I act on your matter as a consultant solicitor through another law firm, that firm is your service provider and its complaints procedure applies, not this one. The firm's engagement terms will tell you how to complain to it. If you are not sure which arrangement applies to your matter, please ask me, and I will confirm in writing.

How to raise a concern with me

In the first instance, please contact me directly:

Geoffrey Caesar

Email: geoffrey@caesar.co.uk

Address: Geoffrey Caesar, The Mill House, Monks Risborough, Buckinghamshire, HP27 9LG

It helps if you can set out, in writing, what has gone wrong, when it happened, and what you would like me to do about it. If you would prefer to speak first and put it in writing later, that is fine; email me and we can arrange a time.

What I will do

I will acknowledge your complaint in writing within five working days of receiving it. I will then investigate, which usually involves reviewing the file, considering your concerns against the work done, and reflecting on whether I have fallen short.

I will provide a written response within 28 days of acknowledging the complaint. If the matter is more complicated and I need more time, I will explain why and provide a revised timeframe.

My response will set out my conclusions and, where I agree something has gone wrong, what I propose to do to put it right. That might be a substantive remedy, an apology, a fee adjustment, or a combination.

If you are not satisfied with my final response, or if eight weeks have passed since you first raised the complaint with me without it being resolved, you can refer the complaint to the Legal Ombudsman. The Legal Ombudsman is an independent body that investigates service complaints about lawyers in England and Wales. Its service is free to clients.

You will normally need to refer the complaint to the Legal Ombudsman within:

  • six months of my final response to you; and
  • one year of the act or omission you are complaining about; or
  • one year of when you should reasonably have known there was cause for complaint.

The Legal Ombudsman's contact details are:

Legal Ombudsman

PO Box 6167, Slough, SL1 0EH

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

Not every client is eligible to use the Legal Ombudsman. Broadly, the scheme is open to individuals, very small businesses, charities, clubs, and trusts. The Legal Ombudsman's website explains eligibility in detail.

Reporting concerns to the SRA

The Legal Ombudsman handles complaints about service. The Solicitors Regulation Authority handles concerns about a solicitor's professional conduct, for example, dishonesty, misuse of client money, discrimination, or a serious breach of the SRA's regulatory rules.

If your concern is about my conduct rather than the quality of my service, you can report it directly to the SRA. Details of how to do so are at www.sra.org.uk/consumers/problems.