Complaints Handling Procedure
We are authorised and regulated by the Solicitors Regulation Authority (SRA). We are committed to high quality legal advice and client care and aim to offer all our clients an efficient and effective service. However, if our clients would like to discuss how the service to them could be improved, the level of their bill, or should there be any aspect of our service with which they are not satisfied, we ask them to please contact the person in our firm responsible for complaints handling: Our Practice Manager, Laura Jennings, is responsible for handling complaints. She can be contacted on 0121 655 2400, email firstname.lastname@example.org.
We are committed to high quality legal advice and client care and are keen to resolve any concerns as soon as possible and in order to do this, will follow our complaints handling procedure.
Our complaints procedure is as follows:
If they have not already done so, we ask our clients to let us know the full nature of the problem.
Our Practice Manager will write to the client acknowledging their complaint within five working days. In this letter, we shall confirm what happens next.
Our Practice Manager shall then investigate the complaint by reviewing the matter file and speaking to the member of staff concerned within ten working days of acknowledging receipt of the complaint.
If our Practice Manager requires further information from the client, this will be requested in writing in the first instance and then followed up by a telephone call where possible.
Our Practice Manger will then write to the client detailing the outcome of her investigation.
If the client is satisfied with our response following the above steps, that will be the end of the matter. However, if the client is not satisfied, they will be invited to contact our Practice Manager and she will consider if it is appropriate to refer the complaint to one of our Directors.
Our investigation and final response to the complaint, will be provided within eight weeks of receipt of the complaint.
Clients must always try complaining to us first. In most cases they will not be able to take their complaint further without allowing us the opportunity to put things right.
We are permitted a minimum of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then our clients are advised that they may ask the Legal Ombudsman to consider the complaint.
Clients are free to refer any complaint about our work, fees or level of service but there are some conditions and time limits. Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of the client having received a final written response from us about their complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which the client is complaining occurring; or within three years from when the client should have known about or become aware that there were grounds for complaint. The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.
For further information, please contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ.
Solicitors Regulation Authority
If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit: //www.sra.org.uk/