Complaints handling policy
Our Complaints Policy
We strive to provide all of our clients with an excellent service. However, we recognise that sometimes a client may be unhappy about some aspect of the service they have received from us, or about the fees charged. We regard any expression of serious client dissatisfaction as a complaint and it will be handled in accordance with our complaints policy, which is set out below:
Complaints Handling Procedure
Initially please raise any concerns with the individual you have been dealing with. If you feel the matter has not been adequately dealt with by them, you can refer the matter to the supervising partner as set out in your client care letter.
We will write to you, acknowledging receipt of your complaint within five business days of receiving it.
The supervising partner will consider your complaint and carry out an investigation. This should be completed within 10 business days, but may take longer if the matter is complex. If we require more time to consider your complaint, we will contact you within the 10 business days to advise you of this and provide an approximate timescale.
Once the matter has been investigated, the supervising partner will send you a response to your complaint, including their suggestions for resolving the matter. We may also suggest a meeting if we believe this to be helpful.
If you are still not happy with the response, you can request a review by writing to us within 10 business days of receiving our detailed response. This will be considered by another partner of the firm. The partner will write to you within 10 business days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
In extenuating circumstances we may have to change the timescales set out above. If so, we will contact you to advise you of the revised timescale and the reasons for this.
If you are not satisfied with the outcome of our Complaints Handling Procedure you can contact either the Legal Ombudsman or Solicitors Regulation Authority.
Referral to Legal Ombudsman
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
- 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.
For more information about the Legal Ombudsman contact;
Legal Ombudsman PO Box 6806, Wolverhampton WV1 9WJ.
Telephone 0300 555 0333
Or visit: www.legalombudsman.org.uk.
You may also have the right to apply to the Court for an assessment of a bill under Part III of the Solicitors Act 1974.
The Legal Ombudsman typically deals with complaints relating to law firm’s work or services. This might include: (1) Not replying to your emails, letters or calls; (2) Losing your documents or giving you unclear advice; (3) Charging you an amount you are not happy with; or (4) Not explaining issues properly so you do not understand.
Referral to Solicitors Regulation Authority
For the Solicitors Regulation Authority you can refer your complaint to;
The Cube, 199 Wharfside Street, Birmingham, B1 1RN, DX 720293 BIRMINGHAM 47
Telephone 0370 606 2555
Or Visit: https://www.sra.org.uk/home/contact-us/
The Solicitors Regulation Authority typically deals with complaints relating to law firms honesty or other behaviour. This might include: (1) Shutting down their law firm without telling you; (2) Dishonesty or deliberately overcharging you; (3) Taking or losing your money; or (4) Treating you unfairly because of your age, a disability or other characteristic.