We welcome feedback from all our clients in the event that they feel improvements can be made in the service we provide. Any feedback should be sent to any of the partner at.
We very much hope that a complaint will not arise, however if you feel you have cause for complaint, please contact the partner with conduct or, alternatively, the partner supervising your matter. Please refer to your initial client care letter for confirmation of the partner supervising your matter.
Receipt of a complaint will trigger our complaints handling procedure:
Within 7 days:
We will record your complaint in our central register and open a file for your complaint. You will receive a letter acknowledging your complaint. This may ask you to confirm or explain the detail of your complaint. We will let you know who will be dealing with your complaint and provide a written copy of our complaints handling policy.
Within 14 days:
We will also acknowledge your reply and confirm what will happen next. We will then start to investigate your complaint. This may involve one or more of the following steps:
If your case worker acted for you, he or she will consider your complaint. The partner will then invite you to a meeting to discuss the matter in the hope that your complaint may be resolved.
If someone else acted for you, the supervising partner will ask them to provide a reply to your complaint. The partner will then examine their reply and the information in your complaint file. He or she may also speak to the person who acted for you. You will be invited to a meeting with the solicitor who has acted for you and, if necessary, the supervising partner.
You will receive written confirmation of the outcome of the meeting and any solutions agreed within three days of that meeting.
Within 21 days:
In the event that you do not wish to have a meeting to resolve your complaint or it is not possible, you will receive a full written response to your complaint. This will include proposals to resolve the complaint.
Review of the Decision:
If you are still not satisfied, you should let your case worker know. They will then arrange a review of the complaint. The review may take place in one of the following ways:
Your case worker will review the decision themselves within 14 days.
Your case worker will arrange for someone who is not connected with the complaint to review the decision within 14 days.
Your case worker will ask the Law Society or another local firm of solicitors to review your complaint. They will let you know how long this process will take.
Your case worker will invite you to agree to independent mediation and will let you know how long this will take.
The case worker will write to you within 14 days of receiving a request for a review confirming their final position on your complaint and explaining their reasons.
In the event that you are still not satisfied, you may contact the Legal Ombudsman about your complaint.
The Legal Ombudsman
The Legal Ombudsman is an independent body set up to resolve complaints about legal services. They can be contacted through their website www.legalombudsman.org.uk or by telephone on 0300 555 0333.
The Legal Ombudsman will not accept complaints where the act or dates of awareness were before the 6 October 2010.
The time limit for a client to complain to the Legal Ombudsman is 12 months from the end of our complaints process and they do generally require that a firm’s internal complaints procedure has been exhausted before they investigate a complaint.
It may be that the timescales within our Complaints Policy need to be varied. In the event that we need to change the timescales, we will write to you with the reason why and with confirmation of the new time scales.