Complaints Procedure

If you are not happy with the service you have received:

Although we strive for excellence in the service we provide to all our clients, there is still the possibility that you may be dissatisfied with our performance. So, if something goes wrong, we need you to tell us about it so that we can monitor and improve our standards. Our Complaints Procedure is intended to set out our approach to client complaints and to reassure you that these will be dealt with fairly, effectively and swiftly, whilst helping us to retain your goodwill and continuing professional relationship with the firm.

What is a Complaint?

A report, whether verbal or in writing, by a client or beneficiary, that their expectation of what they consider to be a good service has not been met, or

A report, whether verbal or in writing, by a prospective client that we have unreasonably refused a service to them and/or persistently or unreasonably offered a service that they do not want

Our Complaints Procedure:

If you have a concern or complaint, you should contact the person who is dealing with your transaction, as soon as you become aware of the issue to try and resolve the matter directly with them.

If you are unable to resolve the issue with them, although not essential, it would be helpful to us if you could provide full details of your concerns in writing (if you have not already done so). If you would prefer not to have to do this, please arrange to see us and we will be pleased to take details from you.

What will happen next

1. We will register your complaint on our Register (for monitoring and management information purposes).

Timescale: Within 2 days of receipt of complaint.

2. We will acknowledge receipt of your complaint, set out our understanding of it and request your confirmation or seek any necessary further clarification. We will also confirm who will deal with your complaint.

Timescale: Within 3 days of receipt of complaint.

3. We will then commence investigation of your complaint. This may involve one or more of the following steps:

a) We will ask the case worker who acted for you to provide us with a response to your complaint within 5 days.

Timescale: Within 1 day

b) We will then examine the response and the file as against your complaint and, if necessary, speak to the case worker.

Timescale: Within 3 days of receipt of the response and file

c) The firm’s client care Director will consider your complaint in the light of what the file reveals and the case worker’s response.

Timescale: Within 7 days

4. The firm’s client care Director will then write to you with a detailed response and inviting you to meet with us to discuss and hopefully resolve your complaint

Timescale: within 3 days

5. If a meeting between us takes place we will write to you to confirm what took place and detailing any agreed solution that was reached.

Timescale: Within 2 days of the meeting

6. If a meeting is declined or is for some reason impractical, we will write to you again in an endeavour to resolve the complaint to our mutual satisfaction.

Timescale: Within 5 days of the meeting being declined

7. If, at a meeting or from your written reply to our detailed written response, you remain dissatisfied with what we have said and how we propose resolving your complaint, we will arrange for our decision to be reviewed. This may happen in one of the following ways: –

a) Our own review of our handling of your complaint and why you are dissatisfied with our decision

Timescale: Within 5 days

b) By arranging for someone else in the firm who is entirely unconnected with the complaint to review how it was handled and the decision taken.

Timescale: Within 10 days

c) By asking our local law society or another local firm of solicitors to review our handling of, and the decision on, your complaint (if they are willing to do this).

Timescale: Within 10 days

8. After the review has taken place, you will be informed of the outcome.

Timescale: Within 5 days of the conclusion of the review.

9. If you still remain dissatisfied with how your complaint has been handled and the decision on it, we will write to you confirming our final position on your complaint and explaining why we consider our handling of it, and our decision (and the result of any review), were reasonable. We have eight weeks to consider your complaint. If you remain dissatisfied at the end of our complaints process, you would then be at liberty to contact the Legal Ombudsman.

The Legal Ombudsman:

If our complaints procedure has been exhausted and we have not been able to reach an amicable resolution, you can refer your complaint to the Legal Ombudsman. Before accepting a complaint for investigation, the Ombudsman will check that you have tried to resolve your complaint with us first. Any complaint should be referred to them within:

6 months of receiving a final response from us

1 year from the date of the act/omission

1 year from when you should reasonably have known there was cause for complaint

If your transaction completed more than one year ago, within 1 year of you becoming aware of the act or omission that is the subject of your complaint

The Legal Ombudsman may investigate:

the quality of professional service supplied by a Solicitor to a client

allegations that a Solicitor has breached rules of professional conduct

allegations that a Solicitor has unreasonably refused to supply a professional service to a prospective client

allegations that a Solicitor has persistently or unreasonably offered a professional service that the client does not want

Please note that the Ombudsman expect Solicitors to try and resolve complaints within 8 weeks of them being raised before you are entitled to refer the matter to them. Of course, it is our intention to work with clients to resolve any issues swiftly and satisfactorily. Please note that making a complaint will not affect how we handle your ongoing matter.

Contact details for the Legal Ombudsman: PO Box 6167, Slough, SL1 0EH; email enquiries@legalombudsman.org.uk or by telephone on 0300 555 0333. Their website address is www.legalombudsman.org.uk

The Solicitors Regulation Authority:

The most common complaints about Solicitors are about poor service and should therefore be sent to the Legal Ombudsman. If, however, you consider that your complaint involves a breach of SRA Standards and Regulations (https://www.sra.org.uk/solicitors/standards-regulations), you may wish to refer the matter to them. Please note that the SRA do not have the power to award compensation for poor service or to reduce or refund your legal fees.