We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority 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 raise your concerns with the Solicitors Regulation Authority.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving a final response to your complaint and
• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

We want to give you as much information as possible so that you can make an informed decision as to whether you wish to instruct Osmond & Osmond to act on your behalf, this includes:

• Typical costs/pricing for the services we provide;
• What services are included in those costs/pricings;
• An indication of timescales for typical matters and key stages of the transaction; and
• Details of the people who will be working on your matter, and information about their experience and relevant qualifications.

We outline below, in a straightforward and simple manner, the information outlined above in respect of the following services which we as a firm offer:

• Residential Conveyancing (sales and purchases);
• Probate (uncontested);
• Employment Tribunals (for employees) in unfair and wrongful dismissal claims;
• Debt Recovery (up to £100,000).

The rules governing what information must be provided to prospective clients also requires us to provide the information in relation to Motoring Offences, Immigration Advice and Licensing Applications. For the avoidance of any doubt Osmond & Osmond does not provide legal services in these practice areas and as such no information is provided in respect of these areas.

Before we break down into specific areas in which we provide legal services we outline below some general guidance as to the costs/pricing information outlined below.

Charging Practices – It is tempting to say that certain ‘simple’ matters will always be the same and that accordingly it is possible to provide fixed fee quotes in all circumstances. This can be true in some circumstances; but as a rule Osmond & Osmond generally work on what is known as a ‘time basis’.

We will always provide you with a detailed indicative quote when you first contact us, and will confirm what is included within that quote and whether there are any other charges which you will need to pay in addition to legal fees. We will not commence work, or incur any charges payable by you, before being formally instructed by you.

The following general information should be noted:

• Our charges are based on the time we spend in dealing with a transaction. Time spent on your affairs will include meetings with you and perhaps others, any time spent travelling; considering, preparing and working on papers; correspondence; and making and receiving telephone calls.
• We will charge you for each hour engaged on your matter at the following rates: (i) £375 per hour for senior solicitors (more than 4 years qualified); (ii) £240 per hour for junior solicitors (1 to 4 years qualified); and (iii) £140 per hour for trainee solicitors and paralegals from now until the next review date (typically 1st April every year).
• Routine letters that we write and routine telephone calls that we make and receive will be charged as units of 1/10th of an hour. Routine letters received will be charged as units of 1/10th of an hour. Other letters will be charged on a time basis.
• In addition to the time spent, we may take into account a number of factors which include the complexity of the issues, the speed at which action must be taken, the expertise or specialist knowledge which the case requires and, if appropriate, the value of the property or subject matter involved. On the basis of the information currently available, we expect these factors to be adequately covered by the hourly rate set out above. The rates may be higher if, for example, the matter becomes more complex than expected. We will notify you of this.
• We will inform you if any unforeseen additional work becomes necessary (for example, due to unexpected difficulties or if your requirements or the circumstances significantly change during the course of the matter). We will also inform you of its estimated cost in writing before any extra charges and expenses are incurred.

VAT – all of the prices shown are exclusive of VAT, that means that unless specifically stated the price will be subject to VAT (typically at the rate of 20%) which needs to be added to the figure shown.

Disbursements – these are costs you will encounter which are not included in our fee for providing legal services to you.

• There may be certain other expenses, including payments we make on your behalf, such as court fees, fees for medical reports and barrister’s fees, which you will have to pay. VAT is payable on certain expenses. We will not incur any third party fees without first obtaining your authority to do so.
• Typical disbursement costs (where it is possible to give a figure) are included in the information outlined below.

Fee Earner dealing with your matter – We will confirm the fee earner who will be responsible for your matter, and who will be dealing with the matter on a day to day basis, in each relevant practice area below. Details of their experience and qualifications can be found in the ‘our people’ section of this website. This is accessible from all pages by clicking on the relevant tab at the top of the page.

It is tempting to suggest that all purchase or sale transactions are essentially the same, and as such it is possible to give a precise fixed fee for such work. Whilst some large bulk conveyancers will operate on this basis, we are a smaller and more bespoke firm which will provide a personal and ‘in-touch’ service where you will have direct access to the solicitor and support staff (such as trainee solicitors) who will work on your matter.

Our typical charges for residential conveyancing matters are outlined below in table form:

Sale/Purchase

Once again we must stress that each matter is specific to the circumstances of the precise transaction, and the figures given above are indicative of the likely level of our charges.

We strongly suggest you contact the firm directly in order that we can understand the nature of your specific transaction, the number of parties, the desired timescales involved, the involvement of any lender etc. in order that we can provide you with a bespoke quote. We will also be able to answer any initial queries you may have in terms of the transaction.

Services included – Purchase

• Investigating the title of the Property;
• Agreeing the form of the Contract of Sale and drafting the Transfer documents;
• Reporting to you on the above and dealing with exchange and completion;
• Settling Stamp Duty Land Tax;
• Dealing with registration of the change of ownership at H.M Land Registry; and
• Acting for your lender (if applicable).

Services included - Sale

• Drafting the Contract of Sale and deducing title to the purchaser’s solicitors;
• Taking your instructions on and dealing with enquiries raised by the purchaser’s solicitors;
• Agreeing the form and content of the formal Transfer document;
• Reporting to you on the above;
• Dealing with completion of the sale; and
• Settling any charges registered against the property.

Typical Disbursements – Purchase

Typical Disbursements – Sale

Up to date title documentation £ - depends on nature of property but approx. 6 – 20 (no VAT)

Leasehold freeholder enquiries £ - varies, but typically 100 – 350 plus VAT (leasehold only)

Estate Agent’s fees £ - will depend on arrangements agreed with Agent

Timescales and Key Stages

We have produced a procedural guide outlining the process of the sale and purchase of property in England & Wales, which includes a useful table in which they key stages and typical timescales are outlined. This can be accessed from the ‘Property’ tab in ‘Areas of Practice’ at the top of this page.

Fee Earners who deal with residential property

Paul Christopher Flaherty – Partner, solicitor

Catherine Dunbar – solicitor

Trainee Solicitors – any trainee who will be working on your matter will be outlined in your formal engagement documentation.

Details of the above fee earners qualifications and experience can be viewed in the ‘Our People’ tab of this website by clicking on the relevant person.

This is where you, as the executor (if named in a Will) or personal representative/next of kin (if the deceased died without a Will), instruct Osmond & Osmond to deal with the administration of the deceased’s estate, settlement of any applicable Inheritance Tax, and to apply to the Court for a Grant of Probate (where there is a Will) or Grant of Letters of Administration (where there is no Will).

Charges – we typically charge on a time basis (as outlined in more specific detail above) for dealing with uncontested probate matters. As with all matters we will of course provide you with an indicative figure of what we think the likely overall cost of the matter will be and break down below our typical charges:

Simple Estate £ (plus VAT @ 20%)

property owned/cash at bank/pension

completion of short form Inheritance Tax Form(s) (IHT205) £2,000 - £4,000

Complex Estate – in addition to the above

share portfolio/complex investments/overseas assets

completion of long form Inheritance Tax Form(s) (IHT400) £3,000 - £5,000+

Once again we must stress that each matter is specific to the circumstances of the instruction, the figures given above are indicative of the likely level of our charges.

We strongly suggest you contact the firm directly in order that we can understand the nature of your specific instructions in order that we can provide you with a bespoke quote.

Services included:

• Investigating the extent of the deceased’s estate;
• Contacting relevant parties to advise of the death, close accounts, obtain final account statements and draw in funds (where possible in advance of Grant);
• Ascertaining the extent of the deceased’s estate;
• Completing relevant Inheritance Tax forms and filing with H.M Revenue & Customs (where applicable);
• Paying any Inheritance Tax Liability from available funds (if possible);
• Applying for the applicable Grant of Probate or Letters of Administration;
• Drawing in the balance of the Estate (where applicable);
• Settling any debts, executorship expenses, balance of any Inheritance Tax liability (where applicable);
• Preparing Estate Accounts;
• Distributing the residuary estate to the beneficiaries.

Typical Disbursements

It is difficult to confirm specific figures as this will depend greatly on the nature of the estate, but below are some typical disbursements which will/may be incurred in a probate matter and which would be payable (subject to any VAT also) in addition the legal fees:

Probate Application fee £155 (no VAT)

Sealed copies of Grant £0.50p per copy

Valuation costs (such as of Property, valuable possessions) £ - variable

Timescales and Key Stages

Please see above in section ‘services included’ as the bullet point list is also a list of the key stages of an uncontested probate from start to finish. As to the likely timescales, this will depend slightly on how quickly the various parties advised of the death deal with the enquiries and closing of accounts but typically from start to finish an uncontested probate matter will take between 4 and 9 months, most completing in approximately 6 months.

Fee Earners who deal with Probate matters:

Paul Flaherty - Partner, solicitor

Will Osmond – Partner, solicitor

Trainee Solicitors – any trainee who will be working on your matter will be outlined in your formal engagement documentation.

Details of the above fee earners qualifications and experience can be viewed in the ‘Our People’ tab of this website by clicking on the relevant person.

Osmond & Osmond only act on behalf of employees who are making a claim against their employer for unfair or wrongful dismissal and for employers facing claims from their employees. Charges – we typically charge on a time basis (as outlined in more specific detail above) for dealing with unfair and wrongful dismissal claims.

Depending on the nature of your claim we may be willing to consider acting on what is known as a Conditional Fee Agreement, or Damages Based Agreement (sometimes known as “no-win no-fee”). You should contact us directly to enquire as to whether we would be willing to act on such a basis in your claim. If we are, we will provide you with detailed information as to how the agreement would work, and what charges you may still be expected to pay (such as Court fees etc.) which would be considered disbursements and not legal fees; but to summarise these are likely to be:

• court fees;
• experts' fees;
• travelling expenses.
• Copying charges

As with all matters, we will of course provide you with an indicative figure of what we think the likely overall cost of the matter will be and break down below our typical charges:

For and initial consultation, reading the papers, investigating the case and preparing and filing the Form ET1 - £5,000 (plus VAT @ 20%)

For dealing with disclosure, witness statements, negotiations and all work preparatory to a hearing - £5,000 (plus VAT @ 20%)

For attending a final hearing with Counsel - £1,000 (plus VAT @ 20%)

Once again we must stress that each matter is specific to the circumstances of the instruction, the figures given above are indicative of the likely level of our charges.

We strongly suggest you contact the firm directly in order that we can understand the nature of your specific instructions in order that we can provide you with a bespoke quote.

Typical Disbursements:

Counsel’s fees £1,500 - £2,500 (plus VAT @ 20%)

Timescales and Key Stages:

Please see our comments above in ‘charges’, as this outlines the key stages of such matters alongside likely costs. It is difficult to provide an indication of timescales as this will depend on various matters such as the point at which we are instructed, the Employment Tribunal fixing dates for hearings etc. but generally from initial instruction to final hearing will take approximately 6-9 months.

Fee Earners who deal with Employment

Will Osmond – Partner, solicitor

Catherine Dunbar –solicitor

Trainee Solicitors – any trainee who will be working on your matter will be outlined in your formal engagement documentation.

Details of the above fee earners qualifications and experience can be viewed in the ‘Our People’ tab of this website by clicking on the relevant person.

Charges – we typically charge on a time basis (as outlined in more specific detail above) for dealing with unfair and wrongful dismissal claims.

Depending on the nature of your claim we may be willing to consider acting on what is known as a Conditional Fee Agreement, or Damages Based Agreement (sometimes known as “no-win no-fee”). You should contact us directly to enquire as to whether we would be willing to act on such a basis in your claim. If we are we will provide you with detailed information as to how the agreement would work, and what charges you may still be expected to pay (such as Court fees etc.) which would be considered disbursements and not legal fees; but to summarise these are likely to be:

• court fees;
• experts' fees;
• travelling expenses.
• Copying charges

As with all matters we will of course provide you with an indicative figure of what we think the likely overall cost of the matter will be and break down below our typical charges:

For and initial consultation, reading the papers, investigating the case and preparing and filing the Claim form - £5,000 (plus VAT @ 20%)

For preparing Directions and agreeing them with the other party, filing an Allocation Questionnaire and, if necessary, attending a Pre-Trial Review - £3,000 (plus VAT @20%)

For dealing with disclosure, witness statements, negotiations and all work preparatory to a hearing - £5,000 (plus VAT @ 20%)

For attending a final hearing with Counsel - £1,000 (plus VAT @ 20%)

Once again we must stress that each matter is specific to the circumstances of the instruction, the figures given above are indicative of the likely level of our charges.

We strongly suggest you contact the firm directly in order that we can understand the nature of your specific instructions in order that we can provide you with a bespoke quote.

Typical Disbursements:

The Claim Form fee – 5% of the amount claimed (no VAT)

Other Court fees - £100 to £1,090 (no VAT)

Counsel’s fees - £1000 - £5,000 (plus VAT)

Timescales and Key Stages:

From date of instruction to issue of claim – 1 month

From issue of claim to Pre-Trial Review – 4 months

From PTR to Trial – 9 months

These timescales are subject to the Court timetable and when hearings etc. are listed, a matter over which we have no control.

Fee Earners who deal with Debt Recovery

Will Osmond – Partner, solicitor

Catherine Dunbar –solicitor

Trainee Solicitors – any trainee who will be working on your matter will be outlined in your formal engagement documentation.

Details of the above fee earners qualifications and experience can be viewed in the ‘Our People’ tab of this website by clicking on the relevant person.