Complaints

Raising concerns about our service

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 is 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 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.

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

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.

How to contact the Legal Ombudsman: -

Complaints procedure

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.

Our Complaints Procedure

If you have a complaint contact us with the details by telephone, in person or in writing. Where appropriate your complaint may be dealt with informally which will involve your solicitor or their supervisor calling you within 2 working days of your complaint to try to resolve your concerns. Any complaints raised even if dealt with informally are recorded and brought to the attention of a Supervisor/Partner and the Practice Manager.

The aim of the informal stage of our complaints procedure is to resolve your concerns quickly and agree solutions with you.

If it is not appropriate for your complaint to be dealt with in this way or you prefer for you complaint to be dealt with formally the procedure below will be followed:

What will happen next

  1. We will send you a letter acknowledging your complaint and we may ask you to confirm, explain or set out the details of your complaint either in writing or by telephone.  We will also let you know the name of the person who will be dealing with your complaint.  You can expect to receive this letter within two working days of us receiving your complaint.
  2. We will record your complaint in our central register with the Practice Manager.  We will do this within 3 working days of receipt.
  3. We will then start to investigate your complaint. This will normally involve one of the following steps:
    1. Your solicitor/lawyer will consider your complaint and discuss this with his or her supervisor. This may involve a full review of your file by the supervisor, and you will receive a response to your complaint from your solicitor/lawyer or his or her supervisor within the timescales advised. 
    2. Your solicitor/lawyer may invite you to a meeting to discuss and resolve your complaint. At such a meeting, their supervisor may be present, and we will confirm in writing what took place and any solutions we have agreed with you.
    3. Alternatively, the supervisor may decide to refer the matter to the Client Care Partner. They will examine the file, discuss the nature of your complaint with the Solicitor/Lawyer concerned and respond to you either verbally (at a meeting or by telephone) or in writing.
      Please Note:
      1.  If your Solicitor is a Partner of the firm then they will consult with another Partner.
      2. We anticipate responding to the majority of complaints within 21 days. If the Partner is unable to respond to you within this period we will inform you of this either verbally or in writing and give you a new date when they will be in a position to reply to you. The Legal Ombudsman allows Solicitors up to 8 weeks to respond to a client’s complaint.

        The Partner will try to resolve your concerns with you in the most effective way they consider possible and this may be arranging a meeting, by speaking to you on the telephone.  After any pre-arranged meeting or conversation, the Partner will write to you to confirm what took place and any solutions they have agreed with you.

      3. If you do not want a meeting or it is not possible or appropriate, then the Partner will send you a detailed reply to your complaint.  This will include their suggestions for resolving the matter.  This will be sent within the original 21 day timescale. 
    4. If after considering our reply to your complaint you are still not satisfied then you should contact us again.  We will then arrange to review our decision.  Another partner of the firm will review the decision within 10 working days. Alternatively you can at this stage  contact the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJenquiries@legalombudsman.org.uktelephone: 0300 555 0333 to investigate your complaint 

Please Note:

If you ask for a review by another partner but it is not possible for that to occur, for instance if all of the Partners in the firm have been involved in your case or complaint then we will say that our complaints procedure is concluded and advise you to refer your complaint to the  Legal Ombudsman asking us to review our decision does not prevent you from referring your complaint to the Legal Ombudsman during the second review or after our second response to your complaint. 

If we have to change, any timescales above we will let you know and explain why.     

Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman.

Contracted with the Legal Aid Agency. Regulated by the Solicitors Regulation Authority. Reg.No. 67202.

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