Complaints Handling Procedure

Where you have experienced a problem with the level of service that you have received from us, we are keen to resolve the matter as soon as possible and in order to do this, will follow our complaints handling procedure. Our procedure is as follows:
Step One:
Please let us know the full nature of the problem, if you have not already done so. You can do this by emailing us or writing to us at our registered office address.
Step Two:
We will write to you acknowledging your complaint within three working days. In this letter, we shall confirm what happens next.
Step Three:
We shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within 7 days of acknowledging receipt of your complaint. If, for some reason, the matter cannot be investigated in this timeframe, then we will
write to you notifying you of this together with the reason why and giving a revised timescale. Once the investigation has been completed, we shall invite you to a meeting to discuss the issue(s) you have raised and hopefully resolve the complaint. This meeting will take place within 14 days of sending you the acknowledgement letter. Following the meeting, we shall write to you within 3 days of the meeting to confirm our discussion and the solution agreed upon.
Step Four:
If you do not want to or are unable to attend such a meeting, we are happy to send you a detailed, written response, including my proposed solution, within 14 working days of sending you the letter acknowledging receipt of your complaint.
Step Five:
If you are satisfied with our response in either Step three or four above, that will be the end of the matter. However, if you are not satisfied, you should contact us again and we will arrange for [another Partner] [a member of staff who is unconnected with the matter] [another local solicitor] to review our earlier decision. He/She will write to you within 14 days of receiving your request with confirmation of the firm’s final position in relation to your complaint, outlining the reasons and any final redress that is offered.
Step Six:
If you remain unsatisfied, you can contact the Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ and ask them to consider the complaint. They are the independent complaints handling body for Solicitors. Please note that any complaint to them must usually be made within six months of our final decision to you. For further information you can contact the Legal Ombudsman on 0300 555 0333 or www.legalombudsman.org.uk.

We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may ask the Legal Ombudsman to consider the complaint.

Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of your having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining occurring; or within three years from when you should have known about or become aware that there were grounds for complaint. However, the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk.

Complaining to the Solicitors Regulation Authority

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.

Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN

Telephone: 0370 606 2555

Email: report@sra.org.uk

Website: www.sra.org.uk