Our Complaints’ Policy
We are committed to providing a high-quality legal service to all our clients. However, clients may feel that the level of service they have received was not to an acceptable standard. In such instances we, the Firm, need the client to inform us in order that we can effectively and efficiently resolve the matter to both the client’s and Firm’s satisfaction.
The comments in the previous paragraph provide the Firm with an opportunity to learn, and thus to improve, its service standards. This is consistent with the Firm’s ethos: Did we provide a good service? If so, please tell others. If not, please tell us.
If you have a complaint, we would kindly request that you write to us (by post or email) or telephone with details of your concerns. However, if you telephone you will very likely be asked to confirm your concerns in writing so that there are no misunderstandings about your complaint.
What will happen next?
- A letter acknowledging your complaint will be sent to you within five working days of receipt of your complaint. A copy of the Complaints’ Procedure will be enclosed.
- A full investigation by the Firm’s Compliance Officer for Legal Practice (“COLP”) will be undertaken.
- The COLP, or such senior colleague to whom she may delegate the investigation, will send you a detailed Letter of Response to your complaint, including suggestions for resolving the matter, within 20 working days of sending you the acknowledgement letter.
- If the COLP requires more time to complete the investigation you will (within the 20 working day time period referred to above) be updated generally and regarding any extension of time required and the reason for the same.
- If you remain dissatisfied following receipt of the Letter of Response, you are then at liberty to contact the Legal Ombudsman whose contact details are as follows:
PO Box 6806
Tel: 0300 555 0333.
That organisation is the Statutory Body to whom you may refer your complaint, once the Firm has concluded its professional obligation to try and resolve it.
Complaints to the Legal Ombudsman must usually be made within six years of the act or omission occurring about which you are complaining; or within three years from when you should have known about or become aware that there were grounds for complaint.
Please note that the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.
A complainant must ordinarily refer a complaint to the Legal Ombudsman within six months of the Firm’s Letter of Response and any failure to do so may mean that the Ombudsman will decline to deal with your complaint.
The Solicitors Regulation Authority
- Shutting down their law firm without telling you.
- Dishonesty or deliberately overcharging you.
- Taking or losing your money.
- Treating you unfairly because of your age, a disability or other characteristic.