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 through the Court is governed by the by the Solicitors Act 1974 and requires both parties to incur costs. Costs of the process are generally awarded to the successful party and, subject to judicial discretion to depart from the general rules on costs, the client will generally be regarded as successful if the bill they seek to have assessed is reduced by 20% or more and unsuccessful if it is not. Clients are subject to time limits on both processes.
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.