My Complaints Policy
I am committed to providing a high-quality service to all clients of the practice. This includes a commitment to putting things right when they go wrong. This policy explains how I will deal with any complaint that is referred to me. Your complaint might concern the way in which you have been dealt with, the quality of the advice you have received or the amount of any invoice that you have received.
My Complaints Procedure
If you have a complaint, please let me know, whether by post to this office or by email (firstname.lastname@example.org). It would be helpful if you could let me know your concerns in writing, but if you would prefer not to, or if you would find it difficult to do so, please telephone me instead at (01908) 597970 or (07801) 708295.
To explain to you how long this process might take I have included my target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits I will let you know and explain why.
A summary of the times can be found in this table with the detail to follow:
What will happen next?
On receipt of your complaint, I will send you a letter acknowledging your complaint and send you a copy of this policy. I will open a file for your complaint on my system and examine the file of work that this practice has been doing for you. I will acknowledge your complaint within two days of receiving it and will complete my initial examination within 7 days.
I will then invite you to a meeting, write to you to ask for further information or alternatively, I will write to you setting out my views on the situation and proposing any redress that may be appropriate in the circumstances. I will aim to write to you with my views and any suggestions within seven days of completing my investigations.
Where I accept that I have failed to meet the high standards of the practice, I may offer an apology, a reduction of any bill outstanding or repayment in relation to any payment received.
If, by this stage, you are still not satisfied, please let me know. It would be helpful to me if you could do so within the next 21 days, but there is no obligation on you to do so. I will then arrange to review my decision in light of any comments that you make.
I will let you know the result of the review in writing to confirm my final position on your complaint and explaining my reasons.
Taking it further
If you are concerned about our behaviour then you can contact our regulator, The Solicitors Regulation Authority. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Alternatively, if you are not satisfied with the way in which we have dealt with your complaint, you can approach the Legal Ombudsman who provides the service examining complaints against lawyers, including solicitor’s firms. He will usually expect firms to have concluded their examination of complaints within eight weeks of their being notified and will require complaints to be referred to them within six months.
The services provided by the Legal Ombudsman are limited to individuals and smaller organisations.
For more details of the service see their website and the terms of business provided to you when you first instructed me. The full details of how to contact the ombudsman are as follows;
PO Box 6806 Wolverhampton WV1 9WJ
Tel: 0300 555 333;
Generally, the time limits imposed by the Legal Ombudsman for you to bring a complaint to their attention are:
6 years from the date of act/omission; or
3 years from the date you were aware that there were grounds for complaint (if the act/omission took place before 6 October 2010 or was more than 6 years ago); and
Within 6 months of you receiving our final written response to your complaint.
Our complaints record is exemplary and we will work hard to resolve any complaint if one should arise. We appreciate that it can be difficult to raise a complaint but would prefer to know if you are dissatisfied for any reason, so that we can try and put things right.