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Complaints Policy and Procedure

Complaints Policy and Procedure

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 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 this stage. If you would like to make a formal complaint, then you can read our full written Complaints Policy 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 (/consumers/problems/report-solicitor.page).

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 information about the Legal Ombudsman, please contact them.

Contact details 

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5.00pm

Email: enquries@legalombudsman.org.uk

Legal Ombudsman Po Box 6806 Wolverhampton WV1 9WJ.

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COMPLAINTS 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.

Our Complaints Procedure

If you have a complaint contact us with the details.

What Will Happen Next?

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 7 days of us receiving your complaint.

2. We will record your complaint in our central register and open a separate file for your complaint.

3. We will then start to investigate your complaint. This will normally involve the following steps:

(a) We will pass your complaint to Mr S Burke who has overall responsibility for complaints within 5 days.

(b) He will ask the member of staff who acted for you to provide a report in relation to your complaint within 5 days.

(c) He will then examine their report and the information in your complaint and, if necessary, he may also speak to them. This may take up to 5 days from receiving their reply and the file.

(d) Mr Burke will then write to you with his preliminary findings in relation to your complaint. This will normally be done within 5 days of receiving their report and file.

4. It may be that Mr Burke will then invite you to a meeting to discuss and hopefully resolve your complaint.

5. If a meeting takes place then within 5 days of that meeting Mr Burke will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or it is not possible Mr Burke will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing the investigation.

6. At this stage if you are still not satisfied you can contact us again. We will then arrange for our decision to be reviewed by another Partner of the firm within 10 days.

6.1 We will let you know the result of that review within 5 days of the end of the review period and at this time we will write to you confirming our final position on your complaint and explaining our reasons. This letter will be known as our final decision letter.

6.2 If we have to change any of the time scales above we will let you know and explain why.

7. No charge will be made for investigating the complaint.

8. If you remain unhappy at the way in which your complaint has been dealt with then you may refer the matter to the Legal Ombudsman for England and Wales, an independent complaints body, established under the Legal Services Act 2007 that deals with legal services complaints. The address is:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Telephone: 0300 555 0333

Email address: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

Please note however that the Ombudsman Service is not available to all clients. It only applies to members of the public, very small businesses, charities, clubs and trusts. The Legal Ombudsman will be able to tell you if they can deal with your complaint. There is a time limit within which you must take your complaint to the Legal Ombudsman and that is 6 months from the date you receive our final decision letter.

Alternative complaints bodies (such as ProMediate www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We are agreeable to use ProMediate.

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