Raising queries or concerns with us
- We are confident that we will give you a high quality service in all respects. However, if you have any queries or concerns about our work or service, it is important that you raise your concerns with us immediately.
- This procedure is intended for clients of this firm. If you are not a client but wish to make a complaint we will investigate and provide you with a response, however use of this procedure in these circumstances is at our discretion.
- In the first instance please raise any issues with the person handling your matter who will hopefully resolve them.
- If that does not resolve the problem to your satisfaction then please set out your queries or concerns in writing (by letter, email or fax) and send them to either the Supervising Partner, whose name appears on the client care letter that you will have been sent or the firm’s Head of Compliance, Beverley Scriven, at email@example.com .
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 4 days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve the Supervising Partner reviewing your matter file and speaking to the person who has been dealing with your matter.
- Within 15 days of sending you the acknowledgement letter, the Supervising Partner will send you a detailed written reply to your complaint, including any suggestions for resolving the matter.
- The Supervising Partner may decide that they need to see you to discuss your complaint in person. If this is the case they will invite you to a meeting to discuss and hopefully resolve your complaint. They will do this within 15 days of sending you the acknowledgement letter.
- Within 5 days of any such meeting, the Supervising Partner will write to you to confirm what took place and any solutions they may have agreed with you.
What happens if you are still not satisfied?
10. At this stage, if you are still not satisfied, you should, within 7 days of receiving the letter setting out our response, write to our Senior Partner, Mr. Nick Moxon, who can be contacted at 3, Waterfront Business Park, Brierley Hill, West Midlands DY5 1LX. Telephone: 0345 111 5050, e-mail firstname.lastname@example.org.
11. The Senior Partner will send you a letter acknowledging receipt of your complaint within 4 days of receiving it, enclosing a further copy of this procedure.
12. Within 15 days of sending you the acknowledgement letter, the Senior Partner will send you a detailed written reply to your complaint, including any suggestions for resolving the matter.
13. The Senior Partner may decide that he needs to see you to discuss your complaint in person. If this is the case he will invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 15 days of sending you the acknowledgement letter.
14. Within 5 days of any such meeting, the Senior Partner will write to you to confirm what took place and any solutions he may have agreed with you.
15. The response from the Senior Partner will confirm our final position on your complaint. The letter will also explain what further steps you can take if you are still not satisfied with our response.
16. If we have to change any of the timescales or personnel referred to above, we will let you know and explain why.
What happens if you do not agree with our final response?
17. If you are not satisfied with our response to your complaint you can contact the Legal Ombudsman to look at your complaint. You can contact the Legal Ombudsman by post, telephone or email:
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333. Email: email@example.com
For minicom call 0300 555 1777. Visit: www.legalombudsman.org.uk
Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the Legal Ombudsman’s website.
18. If you are a client and we have made a contact with you by electronic means (website, email etc.) you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service can be found at http://ec.europa.eu/odr.
19. The Solicitors Regulation Authority can help you if you are concerned about our conduct and believe there may have been a breach of our professional ethics. You can raise your concerns with the Solicitors Regulation Authority.
SRA, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Telephone: 0370 606 2555. Website: www.sra.org.uk
20. For your convenience we have set out a diagram which broadly outlines the procedure, which you can access by clicking here.