Complaints Procedure

Introduction

Our aim is to provide the highest standards of client care at all times.

We are proud to say that the large majority of our clients are very pleased with the service received and never have a cause for complaint. However, we are not complacent and would always wish to know if there is any aspect of the work that we do with which clients are unhappy or can suggest improvements. If a client feels that we have fallen below those high standards, then we will seek to resolve any problems as quickly and openly as we can. We review complaints information regularly and address any underlying issues.

Procedure

If you have a concern or complaint, this should be raised initially with the member of the firm who has conduct of your case, either verbally or in writing, who will endeavour to resolve your concerns quickly.

We hope that we will be able to resolve matters at this early stage. However, if this is not possible, or you would prefer not to raise your concerns with the person who is acting for you, please put your complaint in writing addressed to Daniel Perry, Partner, who will discuss your concerns with the person acting for you and respond in detail to you. In the majority of cases, this is successful in resolving any outstanding issues.

Should your complaint be about the Complaints Partner then Nicholas Eccles, Partner, will investigate your complaint.

What will happen next?

  1. We will acknowledge your complaint, in writing, within five working days of receiving your complaint.
  1. We will investigate your complaint, which will normally involve reviewing your file and speaking to the person who acts for you, about your concerns.
  1. Letters and telephone calls will be acknowledged within five working days and a detailed response, including any suggestions for resolving the matter where appropriate, will be provided to you within twenty one days if at all possible.
  1. If more than twenty one days are required, for example where complex issues are raised, then you will be informed of the reason for the delay and a timeframe agreed.
  1. We will always try to resolve any issues with you and if it is thought appropriate we will suggest a meeting with the Complaint’s Handling Partner, Mr Perry or, if the complaint is about Mr Perry Mr Eccles.

Should you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal service you have received from us. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.

You can refer your complaint to the Legal Ombudsman within six months of receiving our final response to your complaint and up to six years from the date of act/omission; or within three years from when you should reasonably have known there was cause for complaint.

You can use the Legal Ombudsman if:

  1. The complaint has not been resolved to the complainants satisfaction within eight weeks of first making the complaint to the firm; or
  2. An Ombudsman considers that there are exceptional reasons to consider the complaint sooner, or without it having been made to the firm first; or
  3. Where an Ombudsman considers that in house resolution is not possible due to irretrievable breakdown in the relationship between the firm and the complainant.

Should your complaint relate to a bill, the Legal Ombudsman will not consider your complaint while your bill is being assessed by a Court.

The Legal Ombudsman contact details are:

  1. The Legal Ombudsman, P O Box 6806, Wolverhampton, WV1 9WJ
  2. Telephone: them on 0300 555 0333
  3. by visiting there website: www.legalombudsman.org.uk
  4. by emailing: enquiries@legalombudsman.org.uk.

There are also Alternative Dispute Resolution bodies that are competent to deal with complaints about legal services should you wish, for example, Small Claims Mediation UK Limited. You can contact them via their website http://www.small-claims-mediation.co.uk. They are authorised by Government under the Alternative Dispute Service for Consumer Disputes (Competent Authorities and Information) Regulations 2015