Complaint Policy

Complaints Policy

We are committed to providing a high quality legal service to all our clients. In providing that service we take a positive and proactive view of the handling and investigation of all complaints whether actual or potential.

If at any point you become unhappy or concerned about the service we are providing then it is important that you should inform us immediately so that we may attempt to resolve the difficulty to your satisfaction. We endeavour to resolve issues that you raise sympathetically and promptly.

In the first instance it may be helpful to contact the person who is dealing with your matter to raise any concerns that you may have and we will do our best to resolve any issues at this stage .

Making a complaint

However, if you would like to make a formal complaint, then our complaints procedure is as follows:-

  1. If you have a complaint, please contact the Head of Division at this office (the Head of Division’s details will be contained in the contract for services you received at the outset).
  2. The Head of Division will review your complaint and will pass your complaint to the appropriate Director in charge of the department involved in your complaint.

  3. We will send you a letter acknowledging your complaint and confirming the name of the person dealing with the complaint and the timescale for dealing with the complaint.

  4. We will then start to investigate your complaint. It may well be that to enable us to properly investigate your complaint we may need further information from you. If that is the case we will request that information or request clarification from you within five working days of receiving your complaint.

  5. We recognise that depending on the nature of your complaint there may be a number of ways to sympathetically address your concerns:-

    1. We may ask the member of staff who acted for you to reply to your complaint, if so, they will do so within seven working days
    2. The person investigating your complaint may write to you with a written response to your complaint within seven working days.
    3. The person investigating your complaint may invite you to discuss the complaint face to face with a view to resolving your complaint. We will endeavour to arrange a meeting with you within seven working days
  6. We hope that in dealing with your complaint we are able to resolve the matter by one of these methods. We will, in responding to your complaint, send you a detailed reply including our suggestions for resolving the complaint. If we do not hear from you within ten working days of our response we will assume your complaint is resolved.

  7. If, for any reason, it is necessary to change any of these timescales we will let you know and explain why.

  8. 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 to do if we cannot resolve your complaint

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

Please note that before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first before they will investigate. If you have, then you must take your complaint to the Legal Ombudsman in the following timescales:

  • 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: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ