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.
In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns. That individual, or their supervisor, will do their best to resolve any issues. If you would like to make a formal complaint then this procedure explains how we will handle that complaint.
If you make, or have already made a formal complaint, your case will be allocated to one of our client care directors who will oversee the handling of the complaint and will try and resolve it fairly, and as quickly and as amicably as possible.
Our client care directors are Robin Foyster and Sally Cottam. Robin can be contacted on (01522) 508751 and Sally on (01904) 683021.
What will happen?
- Once a complaint is received, we will acknowledge the complaint and may ask you for further details in order that we can properly understand and respond to it.
- We will record your complaint in our central register and open a file for your complaint
- We will then start to investigate your complaint. This is likely to involve discussing the matter with the members of staff who acted for you and reviewing the documents and correspondence contained in your file.
- We will then decide the best method of proceeding. This may be by telephone, in writing or by meeting with you.
- If our client care director calls to discuss your complaint, we would hope to call you no later than 14 days after receiving your complaint. After discussing your complaint with you, we will write to you to confirm what we discussed and anything agreed with you. This may include our suggestions for resolving the matter.
- Alternatively, rather than call you, we may discuss the complaint with the relevant members of staff and fully review the documents and correspondence in your file. We will then write to you with our detailed response.
- We may arrange to meet with you to discuss your complaint and if so will, where possible, tell you what our decision is. Our discussion will be confirmed to you in writing.
- Whether we deal with the matter by telephone, in writing or at a meeting, we will let you have our detailed response to your complaint as soon as possible and in any event within 8 weeks of receipt of your complaint.
- We hope you will be satisfied with the outcome, but if we are unable to resolve your complaint to your satisfaction then you may be able to have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. If you would like more information about this service, including the time limits for taking a case to them and eligibility criteria, please contact the Legal Ombudsman directly. You can find out more about their service by visiting www.legalombudsman.org.uk, calling 0300 555 0333 or emailing email@example.com. Their postal address is P.O. Box 6806, Wolverhampton WV1 9WJ.
If we have to change any of the timescales above, we will let you know and explain why.
Objecting to our bill
You have a right to object to our bill by raising it with us, or by making a complaint to the Legal Ombudsman. In addition, you may have a right to apply to the Court for an assessment of our bill under Part III of the Solicitors Act 1974 but if you exercise this right, it will preclude a complaint to the Legal Ombudsman.
If all or part of our bill remains unpaid whilst you dispute it, the firm may be entitled to charge interest.