Novum Law recognised in prestigious Chambers & Partners Guide 2024
The team at Novum Law are delighted to be once again recognised as one of the best personal injury law firms in the South West by the leading, independent legal...
We are committed to providing a high-quality service to all our clients. We acknowledge that we may not always get it right, so if something has gone wrong, including in relation to our charges, we need to know. This will help us to improve our standard of service.
You can contact us in writing (by letter or email) or by telephone.
In the first instance, it may be helpful to contact the person dealing with your matter, who will do their best to resolve your concerns. If you do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the client care letter we sent you at the beginning of your matter.
If you do not feel able to raise your concerns with either of these people, or you are unsatisfied with their response, please contact Steve Hale, our Quality & Risk Manager, who has the responsibility for investigating and dealing with complaints.
You can contact Steve Hale by:
Post: Novum Law, The Paragon, Counterslip, Redcliffe, Bristol BS1 6BX
Phone 0333 010 3170
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
If you require any help in making your complaint please let us know and we will try to assist you.
If you are unhappy with the outcome of our complaints handling procedure, please let us know and we will review the matter.
At the conclusion of the complaint and if you are not satisfied with our handling of the complaint in some instances clients also have a right to ask the Legal Ombudsman to consider the complaint.
This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories.
If the Legal Ombudsman is to consider a complaint normally it needs to fall inside 2 time limits both of which need to apply:
Legal Ombudsman Contact Details:
Post P O Box 6806, Wolverhampton, WV1 9WJ
Phone 0300 555 0333
The Legal Ombudsman is the designated scheme for dealing with legal services complaints. However, we are also obliged to inform you that other Alternative Dispute Resolution (ADR) service providers exist, e.g. ProMediate, and offer a consumer complaint resolution service. However, we are not obliged to and do not agree to use this or other ADR providers.
If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may be able to submit your complaint to an approved alternative dispute resolution provider in the UK via the EU “ODR platform”.
The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only i.e. where you have instructed us for purposes outside your trade, business, craft or profession.
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.
We will not charge you for handling your complaint.
Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our Terms of Business.
The Legal Ombudsman service is free of charge.
The ODR platform is free to use, but the ADR entity to which the complaint is transmitted may charge for its service. The ADR entity is responsible for informing all parties of the cost of its dispute resolution procedure.
This policy is current as of 28 February 2022.
Why choose us?
As expert solicitors focusing on serious personal injury and medical negligence, you can trust us to get the best results for you and your family.
We understand what you are going through, and we will be there for you every step of the way throughout your claim and beyond.
Our No Win No Fee guarantee means you can make a risk-free compensation claim with no legal costs or charges if your claim is unsuccessful.
Specialist rehabilitation, medical care and support can make a huge difference in your life. We work with the best providers to get the treatment you need.
The professionalism with which you have handled my claim put my mind at ease and was less stressful than I could have imagined.
Going with Novum Law was the best thing I’ve ever done.
Novum won the case for me, and helped me get my life back together
I would have no hesitation in recommending Novum Law and your services.
Are you happy to give your consent?
Contact our office
Make an enquiry