What are your opening hours?
Our office hours are Monday - Friday 9am - 5pm, however we operate a 24 hours 7 days a week service for our clients who are arrested or questioned by the police.
Where are your offices?
Norwich and Thetford, however we cover a huge variety of police station and courts across the UK.
Do you undertake legal aid and private work?
Yes legal aid is available for those being interviewed by the police under caution both for voluntary interviews and those under arrest. This is irrespective of your financial position. Legal aid is available for some magistrates and crown court cases but is assessed looking at the type of case and your financial position. Please contact our office so we can assess your eligibility of if you would like more information.
Do you offer zoom or skype appointments?
Yes we are happy to offer these or a face or face to appointment. We understand you may have concerns relating to the pandemic or your schedule means this is more convenient for you.
Who will be handling my case?
One of our experienced Solicitors will have overall conduct of your case but we work as a team and so if for any reason this solicitor is out of the office, another member of our team will happily assist you.
Do you have a complaints procedure?
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure. Making a complaint will not affect how we handle your case.
What to do if we cannot resolve your complaint
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.
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.
If you would like more information about the Legal Ombudsman :-
Visit: 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
What to do if you are unhappy with our behaviour
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.