Complaints Handling Procedure
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 Jane-Louise Burrows, Director responsible for client care, with the details by telephone, by post or by email to firstname.lastname@example.org or email@example.com
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within four working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint in accordance with our Complaints Handling Policy (available on request). This will normally involve Jane-Louise Burrows, our Director responsible for client care, reviewing your matter and speaking to the member(s) of staff who acted for you.
- Following the investigation, Jane-Louise Burrows will send you a detailed written reply to your complaint, including her findings and suggestions for resolving the matter, within 6-8 weeks of sending you the acknowledgement letter.
- If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of our final response and within six years from the date of act/omission, or three years from when you should have known about the complaint. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at firstname.lastname@example.org
If we have to change any of the timescales above, we will let you know and explain why.
The Legal Ombudsman will handle your complaint independently and can help you if you are not happy with our work or service and have not been able to resolve the matter with us. You must usually have complained to us first or they will not accept your complaint.
The Solicitors Regulation Authority can help you 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.You can raise your concerns with the Solicitors Regulation Authority.