COMPLAINTS PROCEDURE

We want to give you the best possible service and we are committed to providing a quality legal service to all our clients.

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. Consequently, it is essential, when something goes wrong or any client believes they have reason to make a complaint, that we have an effective procedure to assist the complete and timely resolution of the problem. Only by doing so can we hope to maintain the quality standards we have set, and improve them by learning from what may have gone wrong and what our clients tell us.

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 below. 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.

 

The Procedure

Although not essential, in making your complaint it would be helpful to us if you could provide details of your concerns in writing (if you have not already done so).  If you would prefer not to have to do this, please arrange to contact us and we will be pleased to take details from you.

 

What will happen next

1. We will register your complaint on our Register (for monitoring and management information purposes).

Timescale:  Within 2 days of receipt of complaint.

2. We will acknowledge receipt of your complaint, set out our understanding of it and request your confirmation or seek any necessary clarification. We will also confirm who will deal with your complaint.

Timescale: Within 3 days of receipt of complaint

3. We will then commence investigation your complaint. This may involve one or more of the following steps:

a) We will ask the case worker that acted for you to provide us with a response to your complaint within 5 days.

      Timescale:  Within 1 day

b) We will then examine the response and the file against your complaint and, if necessary, speak to the case worker.

      Timescale:  Within 3 days of receipt of the response and file

c) The firm’s complaints officer will consider your complaint in the light of what the file reveals and the case worker’s response.

      Timescale: Within 7 days

4. The firm’s complaints officer will then write to you with a detailed response and hopefully resolve your complaint.

      Timescale: Within a further 3 days

5. If, following receipt of our detailed written response, you remain dissatisfied with what we have said and how we propose resolving your complaint, we will arrange for our decision to be reviewed. This may happen in one of the following ways:

a) Our own review of our handling of your complaint and why you are dissatisfied with our decision

Timescale: Within 5 days

b) By arranging for someone else in the firm who is entirely unconnected with the complaint to review how it was handled and the decision taken.

Timescale: Within 10 days

6. After the review has taken place you will be informed of the outcome.

 Timescale:  Within 5 days of the conclusion of the review

7. If you still remain dissatisfied with how your complaint has been handled and the decision on it, we will write to you confirming our final position on your complaint and explaining why we consider our handling of it, and our decision (and the result of any review), were reasonable.

 

What to do if we cannot resolve your complaint

If you remain dissatisfied at the end of our complaints process,you can contact the Legal Ombudsman, whose address is PO Box 6806, Wolverhampton, WV1 9WJ.  Their telephone number is 0300 555 0333.  Their e-mail address is [email protected].  Their website is at www.legalombudsman.org.uk.

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 our final response to your complaint

and

  • No more than six years from the date of act/omission you have complained about; or
  • No more than three years from when you should reasonably have known there was cause for complaint.