More information about us

Solicitors Regulation Authority

 

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. www.sra.org.uk

 

Time Limit to respond

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We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

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Complaints Procedure

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If you are dissatisfied with any aspect of service, you should raise your dissatisfaction with Helene Berard in writing immediately. Any complaint will be dealt with as promptly and as comprehensively as follows. You will receive a preliminary response to your complaint within 28 days of receipt of the complaint or if this is not possible you will be provided with reasons. Berard & Lovell solicitors will work with you to try to agree a satisfactory conclusion. You will not be charged for the cost of complaint handling.

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Legal Ombudsman and assessment of the bill

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If you are not satisfied with the way in which we handled your complaint you may be able to make a complaint to the Legal Ombudsman and / or apply to the court of an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

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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

• 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

 

The address of the Legal Ombudsman is: PO Box 6806, Wolverhampton WV1 9WJ. http://www.legalombudsman.org.uk.

Telephone – 0300 555 0333. E-mail – enquiries@legalombudsman.org.uk

 

Governing law and jurisdiction

 

English law governs these terms of engagement and any dispute arising out of the terms will be subject to the exclusive jurisdiction of the English courts.

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Termination of the engagement

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You can terminate your instructions to us in writing at any time.  Upon receipt of notice we will issue an invoice in respect of any unbilled time costs or disbursements.

Berard & Lovell solicitors can decide to stop acting for you at any time upon notice. We do not have to assign any reason. Typical reasons why we may decide to stop acting for you include any of the following:

• Failure to settle Berard & Lovell solicitors’ invoices in whole or part;

• Failure to make a payment on account when requested;

• Failure to provide clear instructions or accurate information to Berard & Lovell solicitors;

• Failure to follow our instructions;

• A conflict of interest arises;

• Failure to supply adequate evidence of identity;

• Berard & Lovell solicitors determine that trust and confidence in you has broken down; and/or

• Where to continue to act would be a breach of our professional guidelines as determined by us.

 

Conduct

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Solicitors are under a professional and legal obligation to keep the affairs of clients confidential. This obligation, however, is subject to a statutory exception permitting disclosure to the Serious and Organised Crime Agency and other governmental bodies. Where a solicitor knows or suspects that a transaction on behalf of a client involves money laundering, the solicitor may be required to make a disclosure.  If, while we are acting for you, it becomes necessary to make a disclosure, we may not be able to inform you that a disclosure has been made or of the reasons for it.