Top quality legal advice
At Kelcey and Hall we are committed to exceeding expectations. We aim to ensure that top quality legal advice is delivered with the highest level of service in a timely, confidential and professional manner. It is important to us that we approach our clients and their cases with respect, compassion and openness. We meet and represent people in all manner of situations, and hope to offer the best legal advice to meet their circumstances.
We aim to always be:
- Respectful and professional
- Caring and courteous
- Friendly and approachable
- Thorough and meticulous
- Informed and robust
- Cost conscious
We are regulated by the SRA and are bound by the Solicitors Code of Conduct.
We value your opinion and invite you to let us have any feedback – positive or otherwise.
We take our responsibilities to the wider community seriously. As a consequence we have involved ourselves with the Avon & Somerset Constabulary Play your PartScheme visiting schools to outline to pupils the dangers of becoming involved in gangs, carrying knives and the general pitfalls that can occur when theyfall foul of the criminal law. This work is carried out by Ian Kelcey, Amanda Thornton, Joanna Hooper and Ian Calloway.
Our complaints procedure
If you are unhappy about any aspect of the service you have received, or about the bill, please direct your complaint in the first instance, to the person who has conduct of your matter. If this does not resolve the matter and you remain dissatisfied, a formal complaint should be made to the partner responsible for the department as detailed in our terms of business sent to you when you first instructed us in this matter. Receipt will be acknowledged within seven days, and the complaint will be investigated. A response will be compiled within a further 14 days, together with proposals for resolution if necessary. If your complaint is received more than 28 days after completion of your matter then your file may need to be retrieved from secure storage and a further seven days should be allowed.
In all circumstances, if you are still unsatisfied following receipt of our findings, then you can take your complaint to the Legal Ombudsman. Their details can be found at the bottom of this page. You should be aware that any complaint to the Legal Ombudsman should normally be made within six months of the conclusion of your case. To download our complaints procedure, click here [PDF]
You can can also complain to SRA – https://sra.org.uk/consumers/problems/report-solicitor.page
If we enter into a contract with you/or you become a client of our firm by electronic means (such as by email or online) then, in addition to any rights or redress you may have through the legal Ombudsman, you may be entitled to use an EU online dispute resolution platform to assist with any complaint or dispute you may have about our services. This online platform can be found at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN. We do have an email address you may contact in this regard and that is firstname.lastname@example.org