We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you will need to put the details in writing this lends itself to better investigation and comment. The written complaint should be addressed to our Complaints Manager, Fiona Griffiths. If necessary, a Complaints Resolution form will be offered. If you do not wish to put matters in writing a full note specifying the complaint will be taken.
Whether the complaint is verbal or in writing Fiona Griffiths will write to the client acknowledging receipt of the complaint and if the subject matter cannot be dealt with immediately will inform the client that it is intended to give a substantive response within 14 days of the letter. If circumstances or events prevent the issues being properly considered, within that timescale, then an explanation of the delay must be sent to the client.
All the papers relating to the case will be given to Fiona Griffiths and the fee earner concerned will, if requested to do so, prepare a synopsis of the case and, if necessary, a chronology of events. The fee earner will also be invited to give his views on the complaint being made.
Fiona Griffiths will then consider all the documents and views expressed both by the client and the fee earner and reach her conclusions as to whether or not service has been inadequate, or the complaint generally is justified or not. As soon as possible thereafter Fiona Griffiths will write to the client setting out her findings.
If it is considered that the grievance is justified an apology will be tendered and depending on the seriousness of the situation in appropriate cases a reduction of a bill delivered might be considered or some other financial recompense offered in respect of any distress involved.
If it is considered that the complaint is not justified, you will be informed of this decision.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint; and
- Within one year of the date of act/omission; or
- Within one year of you realising there was a concern
If you would like more information about the Legal Ombudsman, please contact them.
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough. SL1 0EH
What to do if you are unhappy with our behaviour
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 the Solicitors Regulation Authority.