Our Complaints Procedure
If you have a complaint, contact our Compliance Solicitor (preferably by email firstname.lastname@example.org) with the details.
What will happen next?
- The Compliance Solicitor will write to you to acknowledge your complaint, enclosing a copy of this complaints procedure. We will acknowledge your complaint within two days of receiving it.
- The Compliance Manager will either ask the solicitor or caseworker dealing with your matter to investigate the concerns you have raised. If your complaint is about the person handling your matter, then either the Compliance Solicitor or another senior member of staff will be appointed to investigate the complaint.
- It may be necessary to request further information from you or contact you to clarify exactly the issues involved in your complaint.
- Once we have all the information to hand, the person appointed will then respond to your complaint.
- The response will be made by email, telephone or letter and you will normally receive this response within four weeks of us receiving your complaint. If we consider that we need longer to investigate we will let you know. Alternatively, if it is appropriate, we can arrange a meeting at your convenience.
- If we have to change any of our timescales we will let you know and explain why.
- If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman provides an independent, impartial and free service to members of the public, very small businesses, charities, clubs and trusts for resolving complaints against solicitors. Please contact the Legal Ombudsman directly to clarify whether you can have your complaint considered. The details are as follows –
PO Box 6806
Wolverhampton WV1 9WJ
Tel 0300 555 0333
There are time limits in which you may approach the Ombudsman. Normally you will need to refer a complaint to the Ombudsman within six months of receiving a final response from us. In addition your complaint must have arisen after 5 October 2010 and also within 6 years of the problem happening or 3 years from when you found out about it. We suggest that you check with the Ombudsman using the details above.
Alternatively 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 them www.sra.org.uk