Complaints Procedure

Complaints

Policy: A complaint may happen when clients sometimes feel unhappy with us
and our services. We would identify this and will take every instance
of this seriously and our policy require that we listen to any queries or
concerns that is presented when client’s feel unhappy about us or our
services.

The firm’s policy is to try and resolve any complaint and it is also an
opportunity when this happens for us to improve and deal with the
matters of clients to the high standards that we strive to.

Procedure

Complaints are responded to on a two-tier level.

  1. At the first instance the case handler or frontline person would
    try to resolve the matter, and where this is not resolved, then
    clients are invited to ask for a copy of our full complaint’s
    procedure to enable them complaint further to the Complaint’s
    Manager.
  2. If the matter is not resolved by The Complaints’ Manager, then
    the detail of the Legal Ombudsman is provided to the clients to
    direct their complaint to.

The Legal Ombudsman 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 at:
www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour:

The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors
Regulation Authority.

This documented procedure is implemented strictly when dealing with complaints
which ensure that formal complaints are centrally recorded and responded to in
writing and that the root course of the complaint are identified and corrected.

  1. Any formal, written or serious complaint is recorded on the Complaints Form and filed in the Central Complaints file;
  2. Clients who change to alternative Solicitors will be contacted to attempt to find out their reasons with a view of improving service.
  3. The Complaints Manager is responsible for review of complaints and for assessing whether they are justified, responding in writing to the client and for ensuring that corrective action is taken. If the complaint is against the Complaints Manager, the client will be requested to forward their complaints to another Senior member of the firm.
  4. If a complaint is considered to be unjustified, a written response will be sent explaining the reasons why no further action will be taken.
  5. All complaints are assessed to review the need for longer term corrective or improvement measures and where necessary policy and/or procedures will be revised and follow up action conducted to ensure effectiveness.
  6. All complaints referred to the firm via the Legal Aid Agency will be dealt with in the same manner as complaints received directly from the client.
  7. The Firm will review the central complaints file at least annually.

Our contact address for addressing all complaints: