We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
To assist in defining the process to be followed, we use the following definitions:
FORMAL COMPLAINT
Is a ‘formal’ complaint from a client made to the Principal (either directly by the client or via the Legal Ombudsman (Office for the Legal Complaints) (LeO) and must be dealt with in accordance with SRA procedures. The Principal shall ensure that full cooperation is provided in such instances.
DISSATISFACTION
Is any other substantive expression of dissatisfaction (oral or written) regarding the practice’s services or of its personnel in the conduct of their duties. Such dissatisfaction may indicate potential for improvement in the practice’s processes and will be dealt with informally via ‘in-house’ procedures.
OUR COMPLAINTS PROCEDURE
- If you have a complaint, please first contact the fee earner dealing with your case. If you are not satisfied within 14 days submit the details of your complaint in writing to that fee earner if you have not already done so.
- Upon receipt of a written complaint this will be referred to the fee earner dealing with your matter and a copy will be given to our Principal, Mr Nigel Penzer. We will acknowledge receipt of your complaint within 2 working days. If the complaint concerns the Principal a copy will be given to the firm’s consultant. The complaint will be entered in our Central Register.
- We will then investigate your complaint. If we require further information, we will let you know within 14 days of receiving your complaint. We may request you to attend a meeting to discuss your complaint. In any event we shall endeavour to give a full reply within 21 days of having sufficient information from you.
- If you are unable to resolve your complaint with our fee earner or receive no reply your next step is to write directly to our Principal in the case of a complaint against him or her to the Consultant notified or asking him or her to investigate your complaint.
- Your complaint will then be reviewed again, and you may expect either a request to attend a meeting to discuss your complaint or a full reply within 21 days of receipt of your request.
- At this stage, if you are still not satisfied you can write to the Principal again. We will then arrange to review our decision. This will happen within 21 days.
- You should allow us up to 8 weeks to resolve your complaint. If, after 8 weeks, we have failed to deal with your complaint to your satisfaction, you can involve the Legal Ombudsman.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving our final response to your complaint
and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information contact the Legal Ombudsman.
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.