Complaints and Feedback

Byrne Law is committed to providing a high-quality legal service to all clients. When something does go wrong, please contact us to let us know. This will improve our standard of service and reduce the risk of it happening again.

Complaints Handling Procedure

Byrne Law is authorised and regulated by the Solicitors Regulation Authority (SRA).
If you would like to discuss how the service can be improved, the level of an invoice or any aspect of our service with which you are not satisfied, please contact Maria Byrne by email in the first instance at mariabyrne@byrnelaw.co.uk.

The first step will be to discuss your concern or complaint to see whether we can resolve it and if we have not already done so, we ask you to let us know the full nature of the concern or problem.

If we cannot resolve the concern or complaint by a discussion, we will investigate by reviewing the matter, and will write to you with an acknowledgment within five working days, setting out what happens next, which may include a meeting with you.

At a meeting to discuss the complaint, hopefully it will be resolved. We will write to you within five working days of the meeting to confirm the discussion and the solution agreed upon. If preferred, we will be happy to send the client a detailed, written response, including the proposed solution instead of a meeting.

If our response following the above steps resolves the complaint, that will be the end of the matter. However, you are not satisfied, (and in most cases you may not be able to take a complaint further without allowing us the opportunity to put things right) you may ask the Legal Ombudsman to consider the complaint.

Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of receipt of a final written response from us about the complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which a complaint has been made occurring; or within three years from when you should have known about or become aware that there were grounds for complaint.

For further information, please contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ.

If you believe a solicitor might be dishonest or you have concerns about their ethics or integrity, you have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit: https://www.sra.org.uk/consumers/problems/report-solicitor#report