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Complaints




About Norton legal


Complaints Policy

Please raise any concerns with the Fee Earner conducting your matter who will look to resolve matters with you.

In the event that they are unable to resolve matters to your satisfaction, please ask them to refer the matter to a Director or another Director of the firm.

Should your concerns remain unresolved, you should contact our Complaints Officer who is Nick Norton with details of what remains unresolved who will deal with any issues as a formal complaint under our complaints procedure.

Please confirm the detail of what remains unresolved by email to: nick@nortonlegal.co.uk or by post to:  

Nick Norton
Norton Legal
Unit 8 Beech Avenue
Taverham
Norwich
Norfolk
NR8 6HW

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint by reviewing your file and talking to the member of staff who acted for you.
  3. The Law Society allows us eight weeks, from the sending the of the acknowledgement letter to provide you with a detailed  written reply to your complaint, including  our suggestions for resolving the matter.  We aim to respond  as soon as we can.
  4. ┬áIf you are not satisfied with our reply and your complaint is in respect  of our provision of services you can contact  The Legal Ombudsman.

The Legal Ombudsman will look at your complaint independently and it will not affect how we handle  your matter.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.

Contact  details

Visit: www.legalombudsman.org.uk
Call:  0300 555 0333.
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6806, Wolverhampton WVl  9WJ

If your complaint is in respect of our behaviour, you can contact The Solicitors Regulation Authority as they oversee us to make sure we comply with the principles of independence, fairness and integrity in order to best serve the interests of our clients.

The SRA does not deal with issues of poor service. You can contact the SRA here: https://www.sra.org.uk/consumers/problems/report-solicitor/

 

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Norton Legal is a trading name of Norton Legal Limited. Registered in England and Wales (Company number 8113950). Registered office: Unit 8 Beech Avenue Taverham Norwich Norfolk NR8 6HW. Authorised and regulated by the Solicitors Authority (SRA Number 569597)


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