Our Complaints Policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
Our Complaints Procedure
If you have a complaint please contact the Head of the Team with conduct of your matter, alternatively, please write to the relevant supervisor, who is named in the firm’s Engagement letter. Ideally this should be in writing, detailing specifically the issues of concern you have, as this will ensure we address all issues in full.
We will respond to your complaint subject to the following time limits, which are in line with the current guidelines set by the Legal Ombudsman:
(a) Six years of the problem happening; or
(b) Three years from when you found out about it (if it took place more than six years ago).
What will happen next?
- We will send you a letter acknowledging your complaint. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within one week of us receiving your complaint.
- We will record your complaint in our central register. We will do this as soon as it practical after receiving your complaint.
- We will then investigate your complaint, if necessary we may contact you to request further information. The Head of Team may delegate the investigation if circumstances require it. Our Complaints Partner, Mrs Helen York oversees the firm’s complaints procedure and the Head of Team will consult with her if appropriate in preparing their response (she may, on occasion, delegate this task to Jill Graham, the firm’s Operations Manager).
- We will send you a detailed reply to your complaint within four weeks of the acknowledgement letter being sent to you. This will include our suggestions for resolving the matter.
- The detailed reply will be the end of our complaints procedure. However, external methods of resolution can be sought instead as set out below:
You can contact the Legal Ombudsman, within 6 months of our final response. Your complaint should also be brought to the Legal Ombudsman no later than six years from when the problem occurred or three years from when you should reasonably have become aware of the problem.
The Legal Ombudsman can be contacted by telephone on 0300 555 0333, by minicom on 0300 555 1777, by email at firstname.lastname@example.org or by post at PO Box 6806, Wolverhampton, WV1 9WJ. Please refer to the ‘scheme rules’ on the Legal Ombudsman website at www.legalombudsman.org.uk for information on your eligibility to take your complaint to the Ombudsman. Please do not send any original documents to the Legal Ombudsman. They will scan any documents you send to make computerised copies and then destroy the originals.
You may wish to go to independent mediation. We shall let you know how long this process will take.
Alternative Complaints Handling Body: Under EU law, we are required to inform you that alternative complaints handling bodies (such Pro mediate, Brow Farm, Top Road, Frodsham, Cheshire WA6 6SP, 01928 732455, www.promediate.co.uk) exist which are able to deal with complaints about legal services should both you and we wish to use such a scheme. However, given that the decision of a mediator is not binding on you or us we see no benefit in this and it will be unusual for us to agree to a reference to such a body.
Complaining to the Solicitors Regulation Authority: for further information on how to raise your concerns with the SRA – as our regulatory body – please refer to the SRA’s website at: https://www.sra.org.uk/consumers/problems/report-solicitor/.
All of the timescales set out in this procedure are clearly subject to review depending on how quickly it takes each individual to receive the information they require. There may be unavoidable delays such as absences of colleagues on annual leave or sickness. You will be notified if the timescales as set out above cannot be met.