We aim to give all our clients a first rate, quality service.
It is important that you know what to do if you have any complaints about the service you receive.
The first action you should take if dissatisfied in any way or worried about the progress of your case is to speak to the person dealing with it. If you are still not satisfied you can make a complaint to us either by telephone or in writing which will then receive our immediate attention.
We operate an “urgent complaint review procedure” so that any complaint is dealt with efficiently and promptly. All complaints are automatically passed to one of the firm’s complaints partners who is obliged to conclude the complaint within 8 weeks. In many cases we can deal with a complaint much more quickly, and the following are our targets for handling any complaint:
Within 5 working days of receiving the complaint it will be acknowledged by the Complaints Partner. You will be told how the complaint will be handled, and the timescale for a substantive response.
Within 10 working days of the complaint, the Complaints Partner will obtain any further details needed from you, by writing, by phone or face to face, and from the fee earner.
Within 15 working days of your complaint, the Complaints Partner will formulate a response and where necessary consult the solicitor as to its accuracy and adequacy.
Within 20 working days of your complaint, the Complaints Partner will send you the response including, where appropriate, any remedial action which the situation requires, along with a reminder that you may refer the matter to the Legal Ombudsman (LeO) and providing LeO contact details.
You will be asked if the recommended action is satisfactory to you. We will keep a note of the complaint and our resolution of it for six years.
We hope that the complaints procedure is rarely if ever used. If it is used we want it to sort problems out for once and for all. Early warning of any difficulty you are having with your case is always helpful.
Should we not provide a satisfactory resolution to your complaint you may take the matter to the Legal Ombudsman who is an independent body. This service is only available to members of the public, very small businesses, charities, clubs and trusts. You can contact the Ombudsman by telephone on 0300 555 0333, by email at firstname.lastname@example.org or by post to PO Box 6806, Wolverhampton WV1 9WJ.
If you wish the Legal Ombudsman to investigate, you are entitled to make a complaint within one year of the act or omission concerned, or within one year of when you should reasonably have realised that there was cause from concern. However, the Ombudsman will only investigate if your complaint is made within 6 months of the date of the Complaint Partner’s final letter. We hope this step is never necessary as we are committed to maintaining the excellence of our service.
Your right to complain includes complaints about our bills which can be challenged by application to the court for a detailed assessment.
The Solicitors Regulation Authority can help if you are concerned about our behaviour. Visit their website to see how you can raise your concerns about our conduct.