REVOLUTIONARY LAW FIRM
Terms and Conditions
Any payment received via a deposit, partial or full payment, is non-refundable.
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All client instruction directive consultations that are arranged with a consultant must be
attended in a timely and prompt manner, at the time and date arranged. Failure to attend
the meeting, or arriving more than ten (10), minutes later than the arranged start time, will
result in the meeting becoming void, with potential further payment to rearrange another
consultation being required.
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Branston Legal Services UK reserve the right to not proceed with any further work, offer any
future service, or act as an introducer to a relevant solicitor’s firm, after the initial
consultation meeting.
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Branston Legal Services UK reserve the right to withdraw or retract our services on any
agreed work, at any time, without prior notice, should we feel the information relayed to us
at any point is not wholly accurate.
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Branston Legal Services UK cannot guarantee that every client file will be taken on by a
relevant solicitor.
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Any information not disclosed to the consultant in the initial meeting when instruction is
taken will make our agreement with the client null and void. Branston Legal Services UK will
have the right to withdraw service at any point, without any notice.
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Branston Legal Service UK cannot be held liable for failure of success, outcome, or
disappointment of any outcome or result, from work undertaken on behalf of the client.
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Branston Legal Services UK never guarantee success from the Solicitor or Barrister who takes
over the client file.
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Branston Legal Services UK are not liable for any court expenses. Furthermore, our fee’s do
not include any potential court costs or court administration fees for the processing of forms
and documents if applicable; although depending on individual client personal
circumstances, we may be able to negate these on behalf of the client.
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Branston Legal Services In-House Legal Department, carry out legal guidance and support
only. We will not advise on any work and are not SRA regulated qualified solicitors – client
should be aware of this.
Dispute Resolution
We are committed to providing a high quality legal service to all our clients.
We hope that you never need to complain but like all professional businesses we have a comprehensive complaints procedure. When something goes wrong we need you to tell us about it, so that we can sort out any issues and make sure it never happens again. If you need to contact us to make a complaint, please see our complaints policy below:
COMPLAINTS HANDLING AND REPORTING POLICY AND PROCEDURE
1 OUR COMPLAINTS POLICY
1.1 We are committed to providing the highest standard of legal service to all our clients. When something goes wrong we need you to tell us about it, so that we can find out what happened and ensure it is put right.
2 WHAT IS A COMPLAINT?
2.1 A complaint is a written expression of dissatisfaction which alleges that you (the complainant) has suffered (or may suffer) financial loss, distress, inconvenience or other detriment.
2.2 If you are unhappy with the service provided or you are dissatisfied with anything we have done or failed to do for you, you must feel free to complain to us. Even if you are just worried or confused, please feel free to use this complaints procedure. Making a complaint will not prejudice anything we are doing for you. You may also use this complaints procedure if you think that we have been unreasonable in refusing to act for you.
3 OUR COMPLAINTS PROCEDURE
3.1 If you have a complaint, please contact us with full details so that this may be fully investigated. You can do this by letter addressed to Maddie Collins, B1 Vantage Park, Old Gloucester Road, Bradley Stoke, Bristol, BS161GW or to enable a faster response, by e-mail to info@branstonlegalservices.co.uk
4 WHAT WILL HAPPEN NEXT?
4.1 We hope it is obvious, but we will not charge you for dealing with your complaint.
4.2 We will send you a letter acknowledging receipt of your written complaint normally within two days of receipt for e-mails.
4.3 We will then investigate your complaint. This will be undertaken by Maddie Collins, or if the complaint pertains to Maddie, by Matthew Clark.
4.4 Maddie Collins will either send to you a detailed written reply including, if appropriate, our suggestions for resolving the matter or invite you to a meeting to discuss your complaint, normally within 21 days of sending you the acknowledgment.
4.5 In the event of a meeting, within seven days Maddie Collins will write to you to confirm what took place and any solutions she has agreed with you or proposes.
4.6 If your complaint is upheld we will acknowledge this and explain what we think is an appropriate and proportionate response. Where appropriate this may involve a remedy (which might be financial or non-financial) that we believe compensates you for the loss and/or inconvenience that you have suffered.
5 What to do if we cannot resolve your complaint The Legal Ombudsman
5.1 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.
5.2 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 our final response to your complaint and
• No more than one year from the date of the act or omission being complained about; or
• No more than one year from the date when you should reasonably have known that there was cause for complaint.
5.3 For more information about the Legal Ombudsman contact: www.legalombudsman.org.uk Call: 0300 555 0333 between 9.00 to 17.00. Email: enquiries@legalombudsman.org.uk Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ