We’re committed to providing a first class service to all our clients. If at any point you become unhappy or concerned about any aspect of the service we provide, please tell us immediately so we can then do our best to resolve the problem. Making a complaint will not affect how we handle your case.
In the first instance please contact the person who is looking after you to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint our complaints process is as follows:-
Our complaints process
If you have not been able to resolve your concerns with the person looking after you please contact Louise Harris (a director) at firstname.lastname@example.org. You can also call her on 03300 020 365. We will then follow this procedure:-
1) We will send you a letter/email confirming that we’ve received your complaint within 3 working days of receiving it. We’ll also send you a copy of this policy.
2) We’ll then investigate your complaint. This will normally be undertaken by Louise or one of our directors. They will look into your complaint, review the work that we’ve done for you, and speak to the member of staff responsible.
3) Once we have investigated your complaint the director will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 20 working days of your complaint being received. If you would prefer a meeting to discuss our findings please do ask. We would be happy to do this.
4) At this stage, if you’re still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.
5) We’ll write to you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
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
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
The Legal Ombudsman’s details can be found on their website – www.legalombudsman.org.uk
What to do if you’re unhappy with our behaviour
The Solicitors Regulation Authority (SRA) 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.
The SRA’s details can be found on their website – www.sra.org.uk