CONCERNS ABOUT OUR SERVICE

We want to give you the best possible service. However, if at any point you become unhappy or concerned about our service 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 that 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 behaviour. This could be for things like dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability, or some other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

 

WHAT TO DO 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 and
  • 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 details about the Legal Ombudsman please contact them.

Visit:      www.legalombudsman.org.uk

Call:        0300 555 0333 between 9.00 am and 5.00 pm

Email:    enquiries@legalombudsman.org.uk

Post:      Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

 

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COMPLAINTS PROCEDURE

Making a complaint

You can register the complaint with the person dealing with your matter or the Client Care Partner. The Client Care Partner, Anthony Howorth is responsible for ensuring that complaints are handled effectively and in accordance with this procedure. This procedure will also apply to prospective clients who we have declined to provide a service to or persistently or unreasonably offered an unwanted service to but only if the claimant has evidence to show that we did not have reasonable grounds to do so. The Client Care Partner keeps a central record of all complaints.  The record includes all the required details and is updated when the complaint has been finalised, as part of the quarterly review. The Client Care Partner reviews the complaints data and it also forms part of the Annual Risk Review.  The complaints are reviewed to determine if there are any training requirements, changes in systems and processes which are required.   This forms part of the Annual Risk Review.

Investigating the complaint

(1)   We will endeavour to acknowledge the complaint within seven days.

(2)   We will conduct a full investigation and an independent review of the matter.

(3)   We aim to respond in full within 28 days. However, if the complaint is of a more complex nature we will require more time but we will let the complainant know when they will receive a full response.

(4)   We will reply to the complainant, usually in writing to tell him/her of our views on the complaint and how we propose to resolve it, hopefully to the complainants satisfaction, including appropriate redress, this could include reduction in fees of appropriate, compensation or a gesture of goodwill. We will explain if any remedial action has been taken or proposed to be taken and any redress to be made to you. If it appears to be that the complaint was justified, then an apology and suitable recompense will be offered to you. We will also ask you to reply to this letter to let us know if you are satisfied with our proposed offer in response to your complaint the client will also be advised in what timescale they will be given an initial/substantive response.

(5)   If the complainant is dissatisfied with the outcome, or the way the complaint has been handled, the complainant may write to the Client Care Partner who will make such further investigations as are necessary.

(6)   The Client Care Partner will inform the complainant of the conclusions and any alternative proposals to resolve the complaint, usually within 28 days of this being referred to him/her.

(7)   If still unresolved at this stage, the complainant may take their complaint to the Legal Ombudsman you will have to bring your complaint to the Legal Ombudsman within 6 months of receiving a final response from us about your complaint and 6 years from the date of the act or omission giving rise to the complaint or alternatively 3 years from the date you should reasonably have known there are grounds for complaint (if the act/omission took place before 6 October 2010 or was more than 6 years ago).

(8)   We will record and report centrally all complaints received from clients

Legal Ombudsman

The Legal Ombudsman is an independent body established by Legal Services Act 2007 to deal with complaints against Solicitors.

The Legal Ombudsman may:

  • Investigate the quality of professional service supplied by a solicitor to a client.
  • Investigate allegations that a solicitor has breached rules of professional conduct. The Legal Ombudsman’s address is: The Solicitors Regulation Authority
  • PO Box 6806, Wolverhampton, WV1 9WJ; telephone, 0300 555 0333; website, www.legalombudsman.org.uk; or email enquiries@legalombudsman.org.uk
  • Before it will consider a complaint the Legal Ombudsman generally requires that the firm’s internal Complaints Procedure has been exhausted. If the Legal Ombudsman is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. 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.

 

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