Complaints Handling Policy
We are committed to providing a high-quality, professional and caring service. If something does not meet your expectations, we want to hear from you. Your feedback helps us improve, and making a complaint will not affect how we deal with your matter.
How to Make a Complaint
We want to give you the best possible service. However, if at any point you become unhappy or concerned about our service, please tell us as soon as possible so that we can do our best to resolve the issue. You can raise a complaint in writing, by email or verbally.
In the first instance, it may be helpful to contact the person dealing with your matter to discuss your concerns. We will do our best to resolve any issues promptly and informally where appropriate.
If you feel the matter requires a more formal review, you can make a formal complaint at any time. A copy of this policy is available on request.
Stage 1 – Initial Complaint
Please raise your complaint with the person dealing with your matter.
Once we receive your complaint:
- We will acknowledge it within five working days.
- We will investigate your complaint and aim to provide a written response within 28 days of our acknowledgement.
- If we need more time, we will let you know and provide an updated timeframe.
Stage 2 – Review by the Other Solicitor/Director
If you remain dissatisfied after receiving our Stage 1 response, you may request a review by the other solicitor/director, provided that person has not been involved in your matter or in the handling of your complaint.
The other solicitor/director will review your complaint and the investigation carried out, and we will provide a further written response within 14 days of your request. If this is not possible because there is no separate solicitor/director available to carry out an independent internal review, our Stage 1 response will be our final response.
Stage 3 – Legal Ombudsman
The Legal Ombudsman is an independent body that investigates complaints about legal services. You should usually allow us up to eight weeks to deal with your complaint before referring it to the Legal Ombudsman, although you may do so sooner if we send you our final written response before then.
You must usually refer your complaint to the Legal Ombudsman:
- within six months of our final written response; and
- no later than one year from the act or omission you are complaining about; or
- no later than one year from the date when you should reasonably have known there was cause for complaint.
Legal Ombudsman contact details: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. Telephone: 0300 555 0333. Email: enquiries@legalombudsman.org.uk. Website: www.legalombudsman.org.uk
Concerns About Conduct – Solicitors Regulation Authority (SRA)
The SRA can help if your concern relates to professional conduct, for example:
- dishonesty
- discrimination
- misuse of client money
- breaches of SRA rules
The SRA does not usually deal with complaints about the quality of service.
You can raise concerns with the SRA at: www.sra.org.uk
Alternative Dispute Resolution (ADR)
Alternative complaints bodies, such as ProMediate, are competent to deal with complaints about legal services. However, we have chosen not to adopt an ADR scheme. If you ask us to use an ADR provider, we will consider your request, but we are not obliged to agree.
Accessibility
We want our complaints process to be accessible to everyone. If you need this information in an alternative format or require assistance in making a complaint, please let us know and we will make reasonable adjustments.