Complaints Handling Procedure
1. 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.
2. Our complaints procedure
If you have a complaint, please contact either the person dealing with your matter or our complaints manager, Sarah Phillips, by emailing email@example.com with the details.
3. What will happen next?
3.1 We will send you a letter or email acknowledging receipt of your complaint within five working days of us receiving the complaint.
3.2 We will then investigate your complaint. This will normally involve passing your complaint to Sarah Phillips, who will establish the nature of the complaint, review your matter and speak to the member of staff involved. Where the precise nature of the complaint is unclear, she will ask for clarification.
3.3 Sarah Phillips will then write to you setting out our response to the complaint or invite you to a meeting to discuss and hopefully resolve your complaint. She will aim to do this within 14 days of sending you the acknowledgement.
3.4 If a meeting has taken place, Sarah Phillips will write to you to confirm what took place and any solutions she has agreed with you.
3.5 If you are still not satisfied, you can then contact the Legal Ombudsman (an independent complaints body) about your complaint at www.legalombudsman.org.uk or PO Box 6806 Wolverhampton WV1 9WJ or telephone 0300 555 0333 or by email at firstname.lastname@example.org. Any complaint to the Legal Ombudsman about our service must usually be made within six months of receiving a final response from us about your complaint, and within six years from the date of the act or omission giving rise to the complaint; or alternatively three years from the date you should have reasonably known there were grounds for complaint (if the act or omission took place before 6 October 2010 or was more than six years ago). Before it will consider a complaint, the Legal Ombudsman generally requires that the firm’s internal complaints procedure has been exhausted. If the Legal Ombudsman is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further.
3.6 If your complaint relates to our conduct (including dishonesty, discrimination, and/or a breach of a principle of the Solicitors Regulation Authority’s Code of Conduct) rather than the service provided, you may wish to raise your concerns with the Solicitors Regulation Authority (www.sra.org.uk).
If we have to change any of the timescales above, we will let you know and explain why.