Complaints Procedure
Complaints Procedure
We are always anxious to avoid complaints but when you, the client, feel that something has gone wrong then it is important for both of us to try and deal with your concerns deeply, effectively and fairly.
Our Complaints Procedure: –
- You should try and resolve the matter with the Solicitor who had conduct of your matter, but if you are unable to do this or feel you would prefer not to;
- Please contact the “Complaints Partner” in writing setting out as fully as possible the details of your complaint. You may of course telephone, but we can deal more effectively with your complaint if it is in writing.
- Your complaint will be recorded in our central register and a file opened. This will generally be done within 3 working days of your written complaint being received.
- Your complaint will then be investigated. If we believe your complaint is in fact a claim for negligence we will refer to our indemnity insurers who will effectively take control of the matter.
- After obtaining as much information as possible about the complaint, which may include talking to staff and reading all appropriate file and discussions with Partners, you will receive a written response within 21 days of receiving your written complaint. This period may be extended if there is a substantial amount of work required or relevant members of staff are absent from the office.
- You will then be invited to respond within 21 days of our written reply to you and we will then review this matter and give you a final response usually within 10 working days.
- If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. The Ombudsman will have the discretion to accept out-of-time complaints in circumstances where it deems it fair and reasonable to do so. The Legal Ombudsman can be contacted at PO Box 6167 Slough SL10EH; Telephone 0300 555 0333; e-mail enquiries@legalombudsman.org.uk