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
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 firstname.lastname@example.org. You download a copy of our complaints procedure here.
What steps can you take if you are not happy with our response?
We hope we can resolve the problem but if we are not able to we will tell you in writing that this is the case. In this eventuality, we will give you the option of pursuing Alternative Dispute Resolution (ADR) through the Centre for Effective Dispute Resolution (CEDR).
CEDR is a body which is approved to provide ADR. Their contact details are as follows:
70 Fleet Street, London, EC4Y 1EU
Tel: +44 (0)20 7536 6000
Fax: +44 (0)20 7536 6001
Email: email@example.com https://www.cedr.com/
If ADR is not successful, or if you do not wish to use ADR and you wish to complain to the Legal Ombudsman (see below) then you should do so as soon as possible and in any event within six months of our communication.
We will internally review any response to a complaint on request. If the complaints partner has not already been involved, please ask them to review the matter. If the complaints partner already has,then please contact any other partner who will then advise you of likely timescales and other relevant information.
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
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.
A complaint about the breach of an SRA Principle or dishonesty may be submitted directly to our regulator, the Solicitors Regulation Authority. Information about the SRA’s complaints handling remit and how to submit a complaint to it is published on its website: https://www.sra.org.uk/consumers/problems/report-solicitor. The SRA is not able to deal with complaints about poor service however. A complaint about poor service should be directed to us in the first instance and, if we are unable to resolve the matter, then to the Legal Ombudsman, as outlined above.