Complaints Handling Procedure
Complaints Handling Procedure
I am sorry that you have experienced a problem with the level of service that you have received from us.
We are committed to high quality legal advice and client care and I am keen to resolve this matter as soon as possible and in order to do this, will follow our complaints handling procedure. This letter aims to ensure that you are fully aware of our procedure, the relevant timeframes and other avenues for redress that may be available to you should we be unable to resolve the matter ourselves.
I am the Partner at this firm responsible for complaints handling and will oversee the process and be your primary contact.
Our complaints procedure is as follows:
Please let me know the full nature of the problem. I would prefer that your complaint be confirmed in writing to ensure that any scope for misunderstanding can be avoided. You can do this by emailing me at firstname.lastname@example.org or writing to me at Third Floor Clarence Chambers, 39 Corporation Street, Birmingham. B2 4LS.
I will write to you acknowledging your complaint within five working days. In this letter, I shall confirm what happens next. I will explain that you will receive a written response to your complaint within 8 weeks of your detailing your complaint or sooner, if possible
I shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned
Once the investigation has been completed, I shall write to you our decision and an explanation as to why the decision has been taken with an explanation as to why the decision has been taken. Any other relevant detail will also be provided .
If you are satisfied with my response following the above steps, that will be the end of the matter. However, if you are not satisfied, you should write to me with your response and I will review your response. I will write to you within fourteen days of receiving your response with confirmation of the firm’s final position in relation to your complaint
Step Five (other avenues):
You must always try complaining to us first. In most cases you will not be able to take your complaint further without allowing us the opportunity to put things right.
We are permitted a minimum of eight weeks to consider the 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.
You are free to refer any complaint about our work, fees or level of service but there are some conditions and time limits. Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of you 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. The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.
For further information, please contact the Legal Ombudsman on 0300 555 0333or visit www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ.
Solicitors Regulation Authority
If you think a solicitor might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit: https://www.sra.org.uk/consumers/problems/report-solicitor.page#report