Our complaints policy
- We are committed to providing the highest level of service to all our clients. If you are not satisfied with the level of service provided or have any other complaints, we would like to know about it as soon as possible so that we can address your concerns.
- We define a complaint as ‘an oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or other detriment’.
Our complaints procedure
3. If you have any cause for complaint, please contact the fee earner dealing with your matter in the first instance, copying your email to Stewart Graham.
4. If you are not satisfied with the fee earner’s response, please contact the Complaints manager Stewart Graham by email to firstname.lastname@example.org
5. We will acknowledge your complaint within two working days and request any further information we may require in order to investigate your complaint.
- The investigation
6. If we have requested further information in our acknowledgment letter, we will wait for that information to arrive before we take any further action.
7. Upon receipt, we will investigate your complaint as efficiently as possible. As part of the investigation, we will consider the evidence available to us, including the information on your file, information provided by you and information provided by the relevant fee earner who was dealing with your matter.
- Our findings
8. We will write to you with our findings and next steps within 14 days of receiving the further information, unless your matter requires longer to investigate, in which case we will aim to revert to you within 21 days. The findings will be provided in writing unless we had agreed to provide our findings in a meeting.
9. You will have 14 days to provide any comments on our findings if you wish to do so.
- Our final decision
10. We will consider any comments you have made, if relevant and revert to you with our final decision within 7 days of your comments. If we require longer to consider your comments, we will write to you to inform you of the timeframe.
11. If you are dissatisfied with our internal complaint’s procedure and its outcome, or you have not heard from us within 8 weeks of making your complaint, you have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints.
12. You have six months from the date of our final decision in which to complain to the Legal Ombudsman. There are also two additional relevant time limits; the Legal Ombudsman will accept complaints up to six years from the date of the act or omission or three years from when the complainant should have known about the complaint. However, this new limit will be introduced gradually. You can contact the Legal Ombudsman using the details below:
PO Box 6806
Telephone: 0300 555 0333
Email address: email@example.com
13. There are, however, certain exceptions when some people or organisations cannot make a complaint to the Legal Ombudsman and we refer you to their website for further information.
14. If you wish to complain about a solicitor’s conduct then please contact the Solicitors Regulation Authority. SRA – Telephone: 0370 606 2555 Website: www.sra.org.uk – or write to them at The Cube, 199 Wharfside Street, Birmingham B1 1RN
15. If your complaint is about our bill, you can complain about or challenge the bill. You can challenge the bill by applying for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about the bill you have applied to the court for assessment of the bill.
If we need to change any of the above timescales for any reason, we will let you know and provide a revised timescale.