We strive to meet all of our client’s expectations during the case and provide the best possible service, however when something goes wrong we need you to tell us about it. This will help us improve our standards. If you have any problem with our service, the level of fees, or the way in which we have dealt with any matter we ask that you please initially contact the solicitor handling your case by telephone, email or by post to discuss your concerns. If you do not wish to do this or you are not happy with the response given and feel a formal complaint is required please put your complaint or concerns in writing and address this to the Office Manager. We will then deal with this as a formal complaint taking the following steps:
1. We will send you a letter acknowledging receipt of your complaint within 3 days of receiving your letter or email, enclosing a copy of this procedure.
2. We will investigate your complaint. This will normally involve passing your complaint to a Partner, ensuring this Partner is not the subject of the complaint. This Partner will then review your matter file and speak to the solicitor who acted for you.
3. The Partner will then invite you to a meeting to discuss and hopefully resolve your complaint. He/she will do this within 14 days of sending you the acknowledgement letter.
4. Within 3 days of the meeting, you will receive a letter to confirm what took place and any solutions he/she has agreed with you.
5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should write to us again and we will arrange for our Managing Partner to review the decision. If the Managing Partner dealt with the initial complaint then at this stage they will refer it to another Partner, again provided they are not the subject of the complaint. We will write to you within 14 days of receiving your request for a review, confirming your final position on your complaint and explaining our reasons.
7. If you are not satisfied with the outcome of the complaints process, or if you wish to have recourse to a redress mechanism to which we are subject, then you can contact the Legal Ombudsman whose details are below:
PO Box 6806
Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at firstname.lastname@example.org.