Clients can challenge our fees either by making a complaint or through the court assessment process. The complaints process is an internal one (see our Complaints Policy and our guidance on complaints below) and for micro businesses and individuals, they have a right of appeal to the Legal Ombudsman. A complaint is a simple process for the client and without cost. We (both Central Office and all lawyers who worked on the matter), on the other hand, incur much time and cost in dealing with a complaint.
The assessment process is a court process and as such costs both parties. The loser pays and, subject to judicial discretion to depart from the general rules on costs, the client wins if they reduce the bill they seek to assess by 20% or more and loses if they do not.
You must not encourage a client to complain or assess our fees. If you have any concerns, then you should bring them to the attention of the Director of Operations and Compliance.