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Complaints Policy & Procedure

Our Complaints Policy

We are committed to providing a high quality legal service to all our clients.  When something goes wrong we need you to tell us about it. This will help us to improve our standards of service and enable your complaint to be dealt with quickly. 

Our Complaints Procedure 

If you have a complaint about any aspect of our service, including our bill, which you feel unable to resolve with the person handling your matter, please contact us with the details. We will not charge you for investigating your complaint. 

What will happen next?

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 7 days of us receiving your complaint.
  2. We will then start to investigate your complaint. This will normally be undertaken by our Client Care Director, sometimes with assistance from other relevant members of the team. Our Client Care Director may invite you to a meeting to discuss and hopefully resolve your complaint. The investigation process may take up to 21 days.
  3. Within 14 days of the conclusion of the investigation process and any meeting, we will write to you to confirm the outcome and any solutions that have been agreed with you. This will include our suggestions for resolving the matter.
  4. At this stage, if you are still not satisfied, you have the right to appeal our decision. We will then arrange for our Managing Director or another Director of the firm to review the decision and inform you of the conclusion within 21 days of receipt of your appeal.
  5. We usually have a maximum of 8 weeks in which to give you a final response.

If we are unable to resolve your complaint or you are not satisfied with our proposed resolution to your complaint, then you can have the complaint independently reviewed by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman is a free and independent service and referring your complaint to them will not affect how we handle your matter. You must refer your complaint to the Legal Ombudsman:

  • Within six months of receiving our final response to your complaint

and

  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should reasonably have known that there was cause for complaint.

The Legal Ombudsman`s contact details are:

Post: Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ
Telephone: 0300 555 0333   Minicom: 0300 555 1777
Email: enquiries@legalombudsman.org.uk
www.legalombudsman.org.uk

We are regulated by the Solicitors Regulation Authority (‘SRA’) and so are subject to the provisions of the SRA Code of Conduct and the SRA Standards and Regulations which are available from the SRA website http://www.sra.org.uk. The SRA can help you if you are concerned about our behaviour.

Policy evaluated and monitored by: Client Care Director

Date policy approved by the Board: Jan 2019. 

Reviewed by:  Client Care Director – amended: Oct 2023