We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need our clients to tell us about it. This will help improve our standards. Whenever possible, please raise any initial client care problems with the person acting on your case to give them the opportunity of resolving matters with you. Often, matters can be quickly resolved in this way.

If you are unhappy about any aspect of the service you have received, or about the bill, please contact us by post to our office at 86-90 Paul Street, London, EC2A 4NE, telephone 020 4540 6100 or email info@accordsolicitors.co.uk.

We have a procedure in place which details how we handle complaints as follows:

The procedure

1. We will call you or send you correspondence acknowledging receipt of your complaint within two days of receiving it, enclosing a copy of this procedure where possible.
2. We will investigate your complaint. This will normally involve passing your complaint to our Miss Victoria Roberts, who will review your matter file and speak to the member of staff who acted for you.
3. Miss Roberts will then invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within 14 days of sending you the acknowledgement letter.
4. Within three days of that meeting Miss Roberts will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting, or it is not possible, you will be sent a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days of sending you the acknowledgement later.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another person at Accord or another firm (at our discretion) to review the decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. We would hope that this does not become necessary and that we can resolve matters between ourselves. Contact details for the Legal Ombudsman are as follows:

PO Box 6167
Slough
SL1 0EH

0300 555 0333

enquiries@legalombudsman.org.uk

www.legalombudsman.org.uk

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and within the following timescales:

1. 1. one year from the date of the act or omission being complained about; or

   2. one year from the date when the complainant should have realised that there was cause for complaint.

The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6th October 2010.

If we have to change any of the above timescales, we will let you know and explain why.

9. Alternative dispute resolution

Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm consent to use such a scheme. In the event that you wish to use an alternative complaint body, you should advise us and we will then state if we agree.

Complaints in relation to bills

The procedure above also applies to complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about a bill if you have applied to the Court for assessment of that bill.

Raising concerns with our regulator

The Solicitors Regulation Authority (SRA) can help you 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. You can find information about raising your concerns with the SRA at www.sra.org.uk in the ‘For the public’ section.

At Accord Associates Solicitors Limited we are committed to providing a high-quality service, in accordance with UK data protection law including The Data (Use and Access) Act 2025 (DUAA 2025). We acknowledge that we may not always get things right. If something has gone wrong, we need you to tell us. This will help us to improve our standards of service and improve our data protection controls.

If you wish to make a data protection complaint, you can contact us by email at motorclaims@accordsolicitors.co.uk, by telephone on 020 7965 7586, or in writing to 86–90 Paul Street, London, England, EC2A 4NE.

We will acknowledge your complaint within 30 days of receiving it and will take reasonable steps to verify the identity of the person making the complaint. This may involve requesting further information or documentation from you. If the complaint is made on behalf of someone else, we will also need to check that the person making the complaint is properly authorised to do so. If, having requested additional information, we are not in a position to identify the person making the complaint or we are not satisfied that they have proper authority to make the complaint, we may be unable to deal with it.

We will investigate your complaint. This will usually involve:

• reviewing your complaint;
• locating and reviewing the records we hold about you; and
• establishing the relevant facts.

We may also need to ask you for further information or documents to assist our investigation. If so, we will ask you to provide the information within a specific period of time. 

We will update you on the progress of your complaint at appropriate times and will inform you of the outcome of the complaint without undue delay. We will explain clearly what we’ve done to resolve your complaint and, where appropriate, any action we have taken as a result.

If you are unhappy with the outcome of your complaint, you can complain to the Information Commissioner’s Office (ICO) within 3 months of your last contact with us or you can seek to take action in the courts.

The ICO’s contact details are; Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

The ICO’s helpline number is: 0303 123 1113

You can access further information about making a complaint to the ICO via their website: Information Commissioner’s Office