COMPLAINTS HANDLING 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. If you have a complaint, please contact us with the details.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three working days of receiving it copy enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to our client care partner Mr David Wilkinson, who will review your matter file and speak to the member of staff who acted for you.
Mr Wilkinson will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, Mr Wilkinson will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or it is not possible, Mr Wilkinson will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you’re still not satisfied, you should contact us again and we will arrange for one another partner, Stephen Bosomworth (or someone unconnected with the matter at the firm), to review his decision.
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If you are still not satisfied, you can contact:
PO Box 15970
about your complaint.
Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or firstname.lastname@example.org
If we have to change any of the timescales above, we will let you know and explain why.
COMPLAINT TO THE SRA
In some cases complaints can be dealt with by our regulator the Solicitors Regulation Authority (SRA).
They can help if you are concerned about the behaviour of solicitors or firms which breach SRA principles which include acting fairly, honestly and with integrity and in the best interests of their clients. Visit their website using the SRA link www.sra.org.uk to see how you can raise concerns with them.