COMPLAINTS HANDLING PROCEDURE
We strive to provide excellent service to our clients and are dedicated to continuous improvement. However, if you are dissatisfied with any aspect of our service or fees, we encourage you to inform us promptly so that we can address your concerns. This document outlines our procedure for handling complaints and resolving them effectively.
Overview of the complaint handling process:
Our complaint handling process consists of two stages, with the aim of resolving complaints at the earliest stage possible:
Stage 1: Contact the supervising partner
If you have a complaint, please reach out to the supervising partner mentioned in your engagement letter or previous correspondence.
The supervising partner will acknowledge your complaint, investigate the matter, and provide a written response.
Stage 2: Escalate to the managing partner
If your complaint remains unresolved, contact the managing partner, Oliver Cain.
The managing partner will acknowledge your complaint, provide you with a copy of this Complaint Handling Procedure, and thoroughly investigate the issue.
After the investigation, they will communicate their perspective on the matter and propose appropriate redress if necessary.
If a meeting is deemed beneficial, they may suggest one, but attending is optional. Alternatively, they will provide a written response summarising the discussion and any agreements reached.
Practicalities and Timescale:
The time required to handle and investigate a complaint depends on various factors, including the complexity of the matter, nature of the complaint, amount of material to review, and the availability of relevant staff. While the Legal Ombudsman Scheme allows eight weeks for the firm to issue a final response, we endeavour to complete all stages of our complaint handling process within that timeframe. If unforeseen circumstances arise, requiring additional time, we will inform you and provide an estimated duration to address your concerns properly.
Legal Ombudsman Scheme:
If you are still dissatisfied after exhausting our internal complaint handling procedure, you have the option to seek an independent review from the Legal Ombudsman, an organisation that investigates service-related complaints against lawyers.
To be eligible for their review, you must submit your complaint to the Legal Ombudsman within one year of the act or omission you are concerned about, and within six months of receiving our final response.
For detailed information about the Legal Ombudsman Scheme, including eligibility criteria, complaint types, submission deadlines, and procedures, please visit their website: www.legalombudsman.org.uk. You can contact the Legal Ombudsman by post, email, or telephone using the following details:
Post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
What to do if you are unhappy with our behaviour:
The Solicitors Regulation Authority can help if you are concerned about our behaviour. 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.