Complaints Handling Process
We aim to deal with any complaints promptly, fairly, openly and effectively. 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 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 behavior. 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.
Complaints Handling Procedure
Our definition of a complaint is:
“any written or verbal expression of dissatisfaction referred to any person in our organisation by a client”.
A complaint can be identified through a letter, telephone call, e-mail, and fax or in the course of a face to face conversation.
A complaint may involve:
dissatisfaction with the handling of a case;
disappointment with an alleged lack of communication;
frustration with an alleged lack of case progress;
an allegation of discrimination; or
dissatisfaction with the outcome of the case.
However, issues of a very minor nature, for example, not returning a non-urgent telephone call until the following day will not be recorded as a complaint. It is the policy of the firm that:
every complaint made by a client is reported and recorded centrally;
every complaint received is responded to appropriately; and
the cause of the problem is identified, appropriate redress is offered, and
unsatisfactory procedures are corrected.
On receipt of a complaint, we send our standard letter which sets out our complaints handling procedure, outlining the relevant stages and timescales. We allow a maximum of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem within that time frame, where the complaint has not been settled or dealt with to a client’s satisfaction, we advise in writing of your right to pass the complaint to the Legal Ombudsman, the time frame for doing so and full details of how to contact the Legal Ombudsman.
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
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.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
EU Regulation No. 524/2013 on Consumer Online Dispute Resolution.
If we enter into a contract with you and/or you become a client of our firm by electronic means (such as by e-mail or online) then, in addition to any rights of redress you may have through the Legal Ombudsman, you may be entitled to use an EU online dispute resolution platform to assist with any complaint or dispute you may have about our services. This online platform can be found at http://ec.europa.eu/odr. We do have an e-mail address you may contact in this regard and that is email@example.com.
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