Feedback and Complaints

The service we provide our client at ITN Solicitors is very important to us. We proactively welcome comments and feeback from our clients. If you wish to provide ITN Solicitors with feedback or wish to make a complaint about our service you can do so using the informaton below.

Comments and Feedback

If you would like to provide a comment about the service you recieved at ITN Solicitors please send an email by clicking this link

Complaints Procedure

We aim to offer all our clients an efficient and effective service, however, should there be any aspect of our service or our bill with which you are unhappy and which cannot be resolved between you and the individual primarily dealing with your case, you may raise the matter with the supervising Solicitor in this matter. Should you still fail to reach a satisfactory solution, you should contact Simon Natas who is the partner responsible for dealing with such issues. He can be contacted on 020 3909 8100 or by email at snatas@itnsolicitors.com. You download a copy of our complaints procedure here.

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 are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman's contact details are:

PO Box 6806, Wolverhampton, WV1 9WJ     0300 555 0333—from 8.30am to 5.30pm

enquiries@legalombudsman.org.uk               www.legalombudsman.org.uk

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). Generally, the Legal Ombudsman deals with complaints relating to acts or omissions that happened after 5 October 2010.

The Legal Ombudsman deals with complaints by consumers and very small businesses. This means some clients may not have the right to complain to the Legal Ombudsman, e.g. charities or clubs with an annual income of more than £1 million, trustees of trusts with asset value of more than £1 million and most businesses (unless they are defined as micro-enterprises). This does not prevent you from making a complaint directly to us about the service you have received or about the bill.