COMPLAINTS HANDLING PROCEDURE
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. If at any point you become unhappy with the service we provide or you have concerns about your bill, then you should inform us immediately so that we can do our best to resolve the problem for you.
If you have a complaint, please contact us with the details.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our Legal Manager, Lee Spargo, who will review your matter file and speak to the member of staff who acted for you.
- He will send you a detailed written reply to your complaint, including his 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 the Senior Partner, Mr Neil Davies, will review the matter and his decision.
- If we are unable to resolve your complaint within eight weeks after you have brought it to our attention, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from lawyers.
The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. The contact details for the Legal Ombudsman are as follows:
Telephone 0300 555 0333 between 8.30am to 5.30pm
Calls from both mobiles and landlines to 03 numbers cost no more than calls to national geographic numbers (starting 01 or 02). Calls are recorded and may be used for training and monitoring purposes.
For minicom call 0300 555 1777
In writing: Legal Ombudsman, PO Box 6806, Wolverhampton, WVl 9WJ
Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.
- The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for concerns about dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns directly with the Solicitors Regulation Authority (www.sra.org.uk).
- If we have to change any of the timescales above, we will let you know and explain why.
- We will not charge you for handling your complaint.