We are committed to providing a high-quality legal service to all our clients. If something goes wrong we would like you to tell us about it, so that we can resolve the issue for you and improve our standards.
Informal resolution of your concerns
If you become dissatisfied with any aspect of our service, please contact the lawyer acting for you or their secretary immediately so that they can try to address your concerns.
If something has gone wrong and the lawyer acting for you cannot help, please contact the Head of the Department dealing with your matter:
- Frances Griffiths is the Head of the Property Department (telephone 01460 269700; email@example.com)
- Victoria Emmett is Head of the Private Client Department (telephone 01297 630700; firstname.lastname@example.org)
- Zoe Gaitskell is Head of the Litigation Department (telephone 01404 548055; email@example.com).
Our formal complaints procedure
If neither the lawyer acting for you nor their Head of Department have been able to deal with your concerns to your satisfaction, then please contact our Complaints Partner:
1 Major Terrace
Telephone 01297 626950
The following formal complaints procedure then applies.
(If we have to change any of the timescales set out below we will let you know and explain why.)
- We will send you a letter within three days acknowledging your complaint and enclosing a copy of this procedure. If it seems appropriate, we may ask you to clarify or explain any details, and/or suggest a meeting at this stage.
- We will record your complaint in our central register and open a file for your complaint.
- The Complaints Partner will investigate your complaint, examine the relevant file and speak with members of staff.
- If appropriate, we will then invite you to meet the Complaints Partner, or to speak with him over the telephone to discuss and, we hope, resolve your complaint. We should be in a position to do this no more than fourteen days after sending you the acknowledgement letter.
- Within three days of that discussion we will write to you to confirm what took place and any suggestions we have made or solutions that we have agreed with you.
- If you would prefer not to meet, or if it is not practical or appropriate, or if we cannot arrange it within an acceptable timescale, the Complaints Partner will write to you fully setting out his views on the situation and any suggestions he may have to resolve it. We should be in a position to do this within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, please let us know. We will then arrange for another Partner in the firm who has not been involved in your complaint to review our position.
- We will write to you again within fourteen days of receiving your request for a review, setting out our final position on your complaint and explaining our reasons.
If we have not been able to resolve your complaint
We usually find that most complaints can be resolved by the above procedure. If you are not satisfied by our efforts to resolve your complaint and you are an individual or a micro enterprise, you have the right to complain to the Legal Ombudsman, which is an independent body that deals with legal services complaints.
PO Box 6806
Telephone 0300 555 0333
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. The Legal Ombudsman will not accept your complaint if:
- more than six years have elapsed from the date of the alleged act/omission giving rise to the complaint; or
- more than three years have elapsed from when you should have known about the complaint; or
- the date of the alleged act/omission giving rise to the compliant was before 6 October 2010.
The Legal Ombudsman may not consider a complaint about a bill if you have applied to the Court for assessment of the bill.
Alternative complaints bodies (such as ProMediate (UK) Limited) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
If you have a concern about our behaviour
You can contact the Solicitors Regulation Authority (SRA) if you are concerned that our behaviour may be in breach of SRA Principles. To find out when and how to contact the SRA visit its website at http://www.sra.org.uk/consumers/problems.page.