COMPLAINTS HANDLING POLICY

 

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.

We are always happy to discuss any issues you have, either formally or informally. If you would like us to consider a formal complaint, please read the following guidelines and information on how we will progress your complaint.

In the first instance, please contact us with the details. We have up to eight weeks to consider your complaint. If we have not resolved it within this time you may forward your complaint to the Legal Ombudsman.

You will not be charged for your complaint. If your complaint is regarding an existing case we are assisting you with, we will inform you how much disruption, if any, the complaint may cause to your case.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure. This letter will also contain a request that you inform us as to whether you wish to invoke the procedure. Once we have received your confirmation as in paragraph 1 above, we will then investigate your complaint. This will normally involve passing your complaint to our client care Director, Harriet Hawkins, who will review your matter file and speak to the member of staff who acted for you. In the event that your complaint is against Harriet Hawkins, the investigation will be conducted by Richard Todd, Director.
  2. You will then be invited to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
  3. Within seven days of the meeting, the investigating Director will write to you to confirm what took place and any solutions they have agreed with you.
  4. If you do not want a meeting or it is not possible, the investigating Director will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm or if appropriate offer an alternative such as mediation or another local solicitor to review the decision.
  6. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  7.  If you are still not satisfied, you can then contact the:

 

Legal Ombudsman,

PO Box 6860

Wolverhampton

WV1 9WJ

 

about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman (www.legalombudsman.org.uk.) within six months of receiving a final written response from us about your complaint or within a year of the act or omission about which you are complaining occurring (or you becoming aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.