If you wish to see someone in person to discuss matters or give us instructions, you will need a formal appointment which should be booked in advance.

If you simply wish to deliver some documents by hand, please let us know in advance approximately when you expect to be calling.

Our office is situated in Suite 5 on the 4th floor of The Clock House; there is an electronic entry phone system so you will need to push “button 5” for the 4th floor to gain access to the building. There is a lift and a staircase in the ground floor lobby. However, if you simply wish to deliver documents without bringing them up to the office, if you are able to gain access into the ground floor lobby, you can simply place the documents in the red parcel box located to the left of the door: any such documents should be placed in a sealed envelope clearly addressed to the name of this firm and we will then be able to collect them with the rest of the post from the parcel box.

If you are coming by car, there are a number of car parks in Barking town centre but by prior arrangements (especially for clients with mobility difficulties), we can normally arrange for you to park in our carpark. If you require this facility, we will need at least 24 hours’ notice (preferably longer) so that the appropriate arrangements can be made. The gate to the carpark is also electronically operated so someone from this office will need to meet you downstairs to open the gate for you.”

Complaints Procedure

We certainly hope that we will always deal with your matter in an efficient & satisfactory manner but if you are ever in any way dissatisfied (including a complaint about any bill issued by us), then this firm does have a written complaints procedure, a copy of which we will supply to you upon request. You do of course have a legal right to complain and we would ask you first of all to contact our Mr. Swaby personally in the hope that everything can be resolved between us to your satisfaction promptly and efficiently. If you are still dissatisfied, then we would ask you to write to us formally setting out your concerns. We would hope that any complaints could be resolved satisfactorily through this internal complaints procedure but if at the conclusion of our internal complaint process you are not satisfied with any aspect of the outcome or of the process itself, you now have the right to complain to the Legal Ombudsman.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. However, 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, then you must take your complaint to the Legal Ombudsman:

· Within six months of receiving a final response to your complaint; and

· Either no more than six years from the date of act/omission or no more than three years from when you should reasonably have known there was cause for complaint.

Legal Ombudsman contact details:

Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333 (between 9.00 a.m. & 5.00 p.m.).
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Furthermore, The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority: https://www.sra.org.uk/consumers/problems/report-solicitor/”

Disclaimer

The information, links & documents found on this website do not constitute legal advice and are provided for general information purposes only. No warranty, whether express or implied is given in relation to such materials. We will not accept liability for any technical, editorial, typographical or other errors or omissions within the information provided on this website, nor do we accept responsibility for the content of any web images or information linked to this website.

Swaby Clarke & Norris is authorised and regulated by the Solicitors Regulation Authority (SRA number 366705)

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