Complaints Procedure

We always aim to and try out best to provide you a high quality service. Whilst we try to avoid it, sometimes things can go wrong, and we need you to tell us about it. It is our policy to investigate all complaints or expressions of dissatisfaction to assist us in the improvement of the service we provide.

 

If you have been unable to resolve any issues with the person dealing with your matter, or the named person in our original letter to you, if you have not already done so, a complaint can be made by telephone, email, or by letter using the following contact details:

Telephone: 0333 3444 397

Email: complaints@trentlaw.co.uk

Post to:  Complaints Handler, Trent Law (Solicitors), 20 The Ropewalk, Nottingham NG1 5DT.

On receipt of your complaint, an acknowledgement using the similar communication method will ordinarily be issued within five business days. This confirmation shall include the name of the person investigating the complaint and where appropriate, confirmation of our understanding of the nature of your complaint.

 

We will promptly and thoroughly investigate all complaints. The investigation will be carried out by a suitably qualified person who, usually, will not have had direct involvement in the subject matter giving rise to the complaint.

 

The timescales we aim to achieve are as follows:

  1. Within four weeks of receiving your complaint we will either:
    a. Send you our final response after completing our investigation; or
    b. Send you a correspondence explaining why we are not in a position to resolve your complaint and advising when we will make further contact.

  2. By the end of eight weeks after we have received your complaint we will either:
    a. Send you our final response after completing our investigation; or
    b. email you a response which explains why we are still not in a position to provide our final response and informing you of your other remedies at that stage.

  3. On concluding our investigation, we will produce a written report which will explain:
    a. The outcome of our investigation; and
    b. The nature and terms of any offer of compensation; or
    c. Reasons for not making an offer.
    d. Any further remedies which may be available to you

We shall assume that the complaint is resolved if we have not heard from you within two weeks of our response.

Review of the Decision:

If you are still not satisfied, you should let your complaint handler know. They will then arrange a review of the complaint. The review may take by having Someone other than your initial complaint handler reviews the decision within 14 days.

The Reviewer will inform you within 14 days of receiving a request for a review confirming their final position on your complaint and explaining their reasons.

 

Legal Ombudsman:

If we have been unable to settle your complaint using our internal complaints procedure, you have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, who deals with legal services complaints.

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 12 months of receiving our final response to your complaint

and

  • 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.

 

You can refer to the Legal Ombudsman by post, email or telephone as follows:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk 

The Legal Ombudsman does not have power to deal with some types of client – further information is obtainable on their website, which can be found here.

Alternative complaints bodies (such as Ombudsman Services, Pro-Mediate and Small Claims Mediation) exist, which are competent to deal with complaints about legal services should both you and Trent Law wish to use such an alternative scheme.

Trent Law do not agree to use any of these or similar schemes.

Professional Misconduct or a Regulatory breach

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. In these cases, contact details for the Solicitors Regulation Authority are:

The Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham B1 1RN
Tel: 03706062555
Email: report@sra.org.uk
Website: https://www.sra.org.uk 

Nottingham Office

20 The Ropewalk

Nottingham 

NG1 5DT

0333 3444 397

nottingham@trentlaw.co.uk

Derby Office

22 Mallard Way

Pride Park, Derby

DE24 8GX

0333 3444 391

derby@trentlaw.co.uk

Sheffield Office (Sharrow)

268 Sharrow Vale Road

Sheffield

S11 8ZH

01142 999 111

sheffield@trentlaw.co.uk

Sheffield Office (Darnall)

299 Main Road

Sheffield

S9 4QG

01142 999 111

sheffield@trentlaw.co.uk

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Trent Law (Solicitors) is the trading name of Trent Law Ltd registered in England & Wales under 7494853. Authorised and Regulated by the Solicitors Regulation Authority. ID 597524. Registered with the Information Commissioner's Office Reference: ZA075196.