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GoodLaw Solicitors LLP is committed to offer sound legal advice and client care.
This section tells you what to do if you are unhappy with our service for any reason.

Complaints Procedure

If you are unhappy about any aspect of the service you have received, or about the fee invoice, please contact Warren Moore on 01273 956 270 or by email at or by post to our registered office. If you are not happy with our response, please request a copy of our complaints procedure. You should contact us within a year of realising that you have a concern.

Complaints relating to fees

A complaint may relate to the firm’s fee invoice to you. You may also have the right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitor’s Act 1974. If all or part of a fee invoice remains unpaid, the firm may be entitled to charge interest. The Legal Ombudsman may not deal with a complaint about the firm’s fee if you have already applied to the court for assessment of the fee invoice.

The Legal Ombudsman

If you are unhappy about any aspect of the service you have received or about any invoice you should contact the fee earner dealing with your matter in writing or by telephone with full details of your complaint. We will investigate the matter promptly and thoroughly and provide a written response. We will also provide a copy of our complaints procedure on request.

If you are still unhappy, you should refer the matter to our Senior Partner, Warren Moore, who will review the handling of your complaint and report back to you in writing. If for any reason we are unable to resolve any problem between us you may be entitled to complain to the Legal Ombudsman who can be contacted at PO Box 6806 Wolverhampton WV1 9WJ or by email at or by telephone on 0300 555 0333.

The Ombudsman will usually expect you to allow us at least 8 weeks to resolve the matter. The time limit for referral of complaints to the Ombudsman is 6 months from the date of our final response in relation to your complaint. The end time limits for the Legal Ombudsman accepting a complaint is:-

  • 6 years from the date of act or omission, or
  • 3 years from when you should have known about the complaint
  • The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6th October 2010

As of 1st February 2013, the maximum level of compensation that the Legal Ombudsman can specify will be £50,000.00 in relation to:-

  • Compensation for loss suffered
  • Compensation for inconvenience and distress
  • The reasonable cost of putting things right, and
  • The reasonable cost of any specified action in the interests of the complainant

See for further information about the time-frame and eligibility for the Ombudsman service. If your complaint concerns an invoice you may also apply to the court for an assessment under Part III of the Solicitors Act 1974.

We are insured under the Law Society’s approved indemnity scheme against claims for negligence and breach of contract, subject to certain limits. In particular unless legally obliged otherwise, we do not accept liability for more than the legal cover required in the scheme of £3 million.

Service of proceedings

We do not accept service of proceedings by email. Service should be effected upon the LLP at our Hove office, namely GoodLaw Solicitors LLP, 6 The Drive, Hove, East Sussex, BN3 3JA.

For more information about our firm, get in touch with our teams in Brighton, Hove and Farnham.

Solicitors Serving Brighton, Hove and Farnham

SUSSEX: 01273 956 270 | SURREY: 01252 471 211

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