COMPLAINTS HANDING 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, please contact us with the details in writing.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 3 working days of us receiving the complaint, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our client care partner (You will have been notified in your original Terms of Business and Client Care letter as to whom you can complain to) who will review your matter file and speak to the member of staff who acted for you.
- The partner will then invite you to a meeting to discuss and hopefully resolve your complaint. She/He will do this within 14 days of sending you the acknowledgement letter.
- Within 3 days of the meeting She/He will write to you to confirm what took place and any solutions She/He has agreed with you.
- If you do not want a meeting or it is not possible, She/He will send you a detailed written reply to your complaint, including, his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner or someone unconnected with the matter at the firm to review the decision.
- 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.
- If you are not satisfied with our final position on your complaint, you have 6 months to contact the Legal Ombudsman (subject to Ombudsman rules) about your grievance with the firm.
- The Solicitors Regulation Authority can help if you are concerned about any regulatory issues. Visit their website to see how you can raise your concerns with them.
If we have to change and of the timescales above, we will let you know and explain why.