Backhouse Solicitors Ltd

Dear Miss Rhoden-Belle, thank you very much for taking the time to leave us a review. Whilst I can’t discuss the legal specifics of your case on a public forum, I have had a brief look at your file and I certainly can't see any evidence of any critical errors and oversights. From what I can see, your case was straightforward and proceeded within a couple of weeks to a conclusion within the agreed fees and with the outcome you were expecting. I can understand your frustration with costs regularly being discussed, however we prefer to be transparent throughout all of our work and to ensure that our clients are aware of any likely fees before they are incurred. This is in line with the requirements of our regulator and I think we would all prefer to avoid unwanted financial surprises. As the scope of your matter changed, you were simply updated on the costs of potential further work being done so there were no misunderstandings. You mention that you had to close matters off with your employer yourself. I would like to reassure you that your emails were not ignored, they were simply sent to the team after working hours on a Friday which you may not have realised as you were out of the country at the time. By the time our offices re-opened on the following Monday morning you had already contacted your employer and they had corrected the errors they had made in their documentation. It is quite normal for direct correspondence like this in cases like yours and it helps to keep your costs down. I've had a look at the response to the complaint you raised and I would prefer to describe it as detailed and factual rather than bulldozing and insensitive. We are certainly not immune to making mistakes and when we do we try our best to make the situation right. In this case though, the normal process was followed and our MD was simply trying to explain in detail what had happened rather than use flowery language which might have come across as condescending to you. Having said that, we are always happy to explain further if you would like get in touch directly where we can discuss your confidential details away from the public forum. I hope this helps and I would like to take this opportunity to wish you all the best for the future. With kind regards, Ben Backhouse, Chief Financial Officer.