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Freeths - Law firm

Legal Notices

About us
Freeths LLP (registered in England and Wales OC304688) is authorised and regulated by the Solicitors Regulation Authority (number 384855). Our registered office is Cumberland Court, 80 Mount Street, Nottingham, NG1 6HH. The term ‘partner’ is used to refer to a member of the limited liability partnership. Freeths LLP provides its services subject to its terms of business (a hard copy of which is available on request). Any complaints should be addressed through the procedure outlined below. Our VAT registration number is GB 997302485.

Complaint policy England

We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

If you have a complaint about the service we have provided you please follow this procedure:

Step One: Please try and resolve your complaint by speaking with the lawyer assigned to work for you.

Step Two: If you are not satisfied with the way they deal with your complaint please contact the Head of Department / Office named in your client contract (letter of engagement).

Step Three: If you then feel that we have still not dealt with your complaint satisfactorily please write to the Head of Complaints named in your client contract (letter of engagement).

If you do not have a letter of engagement or client contract please either write to:

Lucie Wigham, Head of Complaints, at Cumberland Court, 80 Mount Street, Nottingham NG1 6HH or email complaints@freeths.co.uk with details of your complaint.

At steps two and three the following timetable will apply:

1: We will acknowledge receipt of your complaint within seven days of receiving it.

2: We will investigate your complaint within 28 days of receiving it. This will involve reviewing the response of the person who acted for you and reviewing the file. We may also want to discuss the complaint with you either on the telephone or at a meeting. We will write to you with a detailed response to your complaint and with any suggestions we have for resolving it to our mutual satisfaction.

3: If we do not hear from you within 28 days we will assume that you are happy with the outcome of our investigations.

We will make every effort to comply with these timescales. If there are circumstances which will mean it is difficult for us to comply with them, eg illness or holiday of key individuals, we will write to tell you.

We will make every effort to comply with these timescales. If there are circumstances which will mean it is difficult for us to comply with them, eg illness or holiday of key individuals, we will write to tell you.

Legal Ombudsman
If after that you are not satisfied with the way we have handled your complaint you may be able to ask the Legal Ombudsman to consider the complaint. This applies if you are an individual, a business with fewer than 10 employees, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman).

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, you must take your complaint to them within six months of receiving a final response to your complaint from us and, within one year from the date that:

  • you first made your complaint about the act (or failure to act); or
  • you should have known about the act (or failure to act) that your complaint is about.

If you would like more information about the Legal Ombudsman, please contact them.

Visit:www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm
Email: enquiries@legalombudsman.co.uk
Write: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

Solicitors Regulation Authority
The Solicitors Regulation Authority can also help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing money or treating you unfairly because of your age, a disability or another characteristic. You can raise your concerns with the Solicitors Regulation Authority.

Other
If we are not able to settle your complaint, and it relates to a contract we entered into with you online or by other electronic means, you may be able to send your complaint to a certified alternative dispute resolution (ADR) provider in the UK via the EU ‘ODR platform’.

The ODR platform, which is available for disputes in the UK and abroad, is an interactive website for consumers and traders who want to sort out disputes relating to online contracts for goods or services.

The website address for the ODR platform is http://ec.europa.eu/odr/

There are other complaints bodies (such as ProMediate) which are competent to deal with complaints about legal services if both you and we agreed to use this type of scheme. However, we believe the Legal Ombudsman’s scheme is the most suitable and so would not agree to use another complaints body.When the division of pensions is being considered, a pension scheme Cash Equivalent Value may be used as a starting point. The advice of a Pension Actuary may be needed to look at providing an income for both parties on retirement. Offsetting (where one party is compensated for the loss of pension rights by receiving other assets) or earmarking (a percentage of the pension is set aside for the ex-spouse to claim on retirement may) also be considered, which require a Court Order to be effective.

This is a complex area of law and requires careful consideration, so we ensure our clients obtain advice about the right options for them.

 

Complaint policy Scotland

Helpline:
Lucie Wigham: Head of Complaints
Email: complaints@freeths.co.uk

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint about the service we have provided you, or the conduct of one of our solicitors please follow this procedure:

Step One:
Please try and resolve your complaint by speaking with the lawyer assigned to work for you.

Step Two:
If you are not satisfied with the way they deal with your complaint, or you do not feel comfortable raising the concern with them, please contact the Client Relations Partner named in your client contract (letter of engagement).

If you do not have a letter of engagement or client contract, please either write to:

Lucie Wigham, Head of Complaints, at Cumberland Court, 80 Mount Street, Nottingham NG1 6HH or email complaints@freeths.co.uk with details of your complaint.

The following timetable will apply:

1: We will acknowledge receipt of your complaint within seven days of receiving it.

2: We will investigate your complaint within 28 days of receiving it. We may also want to discuss the complaint with you either on the telephone or at a meeting. We will write to you with a detailed response to your complaint and with any suggestions we have for resolving it to our mutual satisfaction.

3: If we do not hear from you within 28 days of our response, we will assume that you are happy with the outcome of our investigations.

We will make every effort to comply with these timescales. If there are circumstances which will mean it is difficult for us to comply with them, eg illness or holiday of key individuals, we will write to tell you.

Scottish Legal Complaints Commission (SLCC)
If after that you are not satisfied with the way we have handled your complaint you may be able to ask the SLCC to consider the complaint. You should do this using their SLCC online complaint form >.

Before accepting a complaint for investigation, the SLCC will check that you have tried to resolve your complaint with us first. If you have and your complaint relates to service or conduct you must contact the SLCC within 3 years of the service ending, or within 3 years of the date when you could reasonably have been made aware of the conduct about which you are complaining. If you make a complaint after the 3-year deadline, the SLCC is unlikely to be able to consider the complaint unless there are exceptional circumstances.

If you would like more information about the SLCC, please contact them.

Visit: www.scottishlegalcomplaints.com
Call: 0131 201 2130
Email: enquiries@scottishlegalcomplaints.org.uk
Write: SLCC 10-14 Waterloo Place, Edinburgh, EH1 3EG

The Law Society of Scotland
The Law Society of Scotland deals with complaints in respect of solicitors conduct, as opposed to service. All complaints must first be submitted to the SLCC as detailed above and they will refer relevant complaints to the Law Society of Scotland.

 

 

 

Insurance distribution activity


1.1 Freeths LLP (registered in England and Wales OC304688) is authorised and regulated by the Solicitors Regulation Authority (SRA) number 384855. Our registered office is Cumberland Court, 80 Mount Street, Nottingham, NG1 6HH.  Freeths LLP provides its services subject to its Terms of Business, a hard copy of which is available on request.

1.2. Freeths LLP is not authorised by the Financial Conduct Authority (FCA). However, we are included on the FCA’s register so that we can carry out Insurance Distribution Activity (IDD), which is broadly the advising on, selling and administration of insurance contracts.  Our authorisation can be confirmed on the FCA register at https://register.fca.org.uk/ or by contacting the FCA on 0800 1116768.

1.3. Insurance Distribution Activity is an exempt regulated activity as defined in section 325(2) of the Financial Services and Markets Act 2000 which may, as a result of Part XX of that Act be carried on by Freeths LLP as members of a profession supervised and regulated by the SRA, our designated professional body.

1.4. If you have any complaints in relation to the insurance distribution activity that we carry out for you, please contact Charles Powell who is based at our Nottingham office on 0345 274 6921 or by email to charles.powell@freeths.co.uk. If we are unable to resolve the problem between us, the SRA and the Legal Ombudsman (LeO) are responsible for complaints (the LeO deals with complaints by consumers and very small businesses).  For guidance on how to report a problem to the SRA, visit their website http://www.sra.org.uk/consumers/problems.page or call them on 0370 606 2555.  The LeO can be contacted by telephone on 0300 555 0333 or you can complete an online form on their website http://www.legalombudsman.org.uk/contact-us/.

1.5. We do not have any direct or indirect holdings which represent more than 10% of the voting rights or the capital of an insurance broker, an insurer or any individual or organisation carrying out insurance business (an ‘Insurance Undertaking’).

1.6. No Insurance Undertaking or parent of an Insurance Undertaking has any direct or indirect holdings which represent more than 10% of the voting rights or capital of Freeths LLP.

1.7. We do not receive any commission or financial incentive for arranging contracts of insurance.

1.8. We do not provide any personal recommendations for contracts of insurance.

Client service

‘Doing the right thing’ is at the heart of Freeths. Find out more about our excellent client service and the strong set of values that guide the way we work.

Our values

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Talk to us

Freeths are a leading national law firm with 12 offices across the UK. If you have a query about our services or just want to find out more, why not give us a call?

Contact: 03301 001 014

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