If you inform us that you feel that we have failed to meet our own standards or your expectations of us and that you wish to make a formal complaint, we will adopt the procedure outlined below to resolve your complaint quickly and efficiently.
Your complaint will be overseen by the Compliance Officer for Legal Practice, and recorded in our central register.
We will write to you to acknowledge that you have made a complaint and in that letter we will state the name of the person whom will be handling the complaint.
We will handle your complaint as set out below:
- If we have not already contacted to you, the complaint handler will contact you within two working days of the date of your complaint to confirm the details of the matter and seek any necessary clarification before a full investigation is undertaken.
- The complaint handler will investigate your complaint, including reviewing your file and speaking to any staff member involved in the matter. Should the complaint handler require further information from you in order to deal properly with the complaint, they will contact you to request the necessary details or arrange to hold a meeting with you (in person or by telephone).
- You will be contacted by letter/e-mail, or other agreed method, within ten working days of the date of your complaint, setting out the results of the investigation, and suggesting what, if any, actions are proposed by us to remedy the situation.
If, for any reason, we cannot meet the timescale for this response, the complaint handler will notify you of the reasons for this in advance and set out a reasonable alternative timetable.
- If you confirm that you are satisfied with the proposed remedy, then the complaint will be resolved.
However, if you inform us that you are dissatisfied with the proposed remedy, you will be contacted by the Compliance Officer for Legal Practice (or another senior manager where the Compliance Officer for Legal Practice is your complaint handler), within two working days of the date that you notify us of your dissatisfaction, and the person conducting the review will investigate your complaint further to attempt to reach a resolution. If requested, a meeting (in person or by telephone) can be arranged for this purpose.
- You will receive a response by letter/e-mail, or other agreed method, within ten working days of the date of notification of continuing dissatisfaction, which will confirm our final position.
If, for any reason, we cannot meet the timescale for this response, the person conducting the review will notify you of the reasons for this in advance, and set out a reasonable alternative timetable.
- If you confirm that you accept the final position, then the complaint will be resolved.
If you do not accept our final position and we have therefore been unable to resolve your complaint, we will write to you to provide further information, including the details of the Legal Ombudsman service, as the statutory complaint scheme for solicitors.
We will retain details of your complaint and its outcome. This information may be used for internal training and analysis.
We will make every effort to address your concerns, but if we are unable to resolve matters, you can contact the Legal Ombudsman at: PO Box 6806, Wolverhampton, WV1 9WJ or by calling 0300 555 0333 or by emailing firstname.lastname@example.org about your complaint.
Before you make a complaint to the Legal Ombudsman, it is a requirement that you have raised your complaint with us first and we have had 8 weeks to deal with your complaint. If you are not satisfied with our reply after the 8 weeks has expired, you can complain to the Legal Ombudsman within six months of receiving our final written response. If you complain to the Legal Ombudsman after this date, it is possible that they may refuse to look at your complaint.
For further information you should contact the Legal Ombudsman or refer to the Legal Ombudsman’s website at www.legalombudsman.org.uk.
Alternative complaints bodies (such as Pro Mediate UK Limited or Small Claims Mediation [UK] Ltd.) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. Please note that, unfortunately, we do not currently agree to use such a scheme.
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