Our Complaints Procedure
We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings and to improve our standards.
First please raise your concern with the fee-earner dealing with the matter for you. If the problem is resolved at that stage then unless you request otherwise we will not implement any further stages in our formal complaints procedure.
The aim of the formal complaints process is to resolve a problem to the satisfaction of the person making the complaint.
If that does not resolve the problem or you would prefer not to talk to the fee-earner then please contact Ross Auld. You may contact Ross by email; firstname.lastname@example.org, or in writing at 30 Old Steine Brighton BN1 1FL.
If you have special needs which we should take into account due to language or disability, please let Ross know.
What will happen next?
|We receive your complaint|
|We acknowledge your complaint in writing and if not already done so send you a copy of our
|Within 2 working days of receiving your complaint|
|We investigate and write back to you||Within 21 working days of receiving the complaint|
|If you’re not satisfied, you request a review|
|We review your complaint and the initial response and write back to you with our final
|Within 21 working days of receiving the request for review|
|If you’re still not satisfied you contact the Legal Ombudsman||Within 6 months of our final response|
If you have not already done so, we will ask you to put your complaint in writing so that we can be sure about the matters with which you are unhappy. We will acknowledge receipt of your complaint in writing within 2 working days of receiving it.
Our letter of acknowledgment will contain a time limit telling you by what date we will respond in detail.
After we send out our letter of acknowledgment, we will then start to investigate your complaint, which is likely to involve both the fee-earner who acted for you, Ross, and speaking to any other member of staff who acted for you. It should normally be completed within 21 working days, but if the complaint involves complicated issues or lengthy investigation we may need more time than this. We will tell you this in our letter of acknowledgment.
If it is considered that a meeting at this stage would be helpful, we will invite you to meet Ross or a Director to discuss and, we hope, resolve your complaint. If we hold a meeting with you we will write to you to confirm what took place and any solutions we have agreed with you within three days of the meeting or telephone call.
Where a meeting is not held, we will send you a detailed reply to your complaint, including our suggestions for resolving the matter.
If you are still not satisfied after this initial response, you should contact us again and we will arrange for another Director or someone unconnected with the matter at the firm to review the decision.
We will write to you within 21 working days of receiving your request for a review, confirming our final response on your complaint and explaining our reasons.
If we have to change any of the timescales above, we will let you know and explain why.
What happens after a complaint?
In nearly all cases we expect to resolve matters and the fee earner will continue with the file. In some circumstances, if the solicitor/client relationship has broken down completely, it may be better for another fee earner to take the file over and we will talk to you about this.
If you are not satisfied
If you do not agree with the outcome of our complaints process, you can then complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.
The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.
You can contact them by telephone on 0300 555 0333 between 9am and 5pm or by email at email@example.com or you can to write to them at PO Box 6806, Wolverhampton WV1 9WJ.
You can check the time limit by looking at the Legal Ombudsman website or by telephoning them. There is a useful guide to making complaints on the Legal Ombudsman website at www.legalombudsman.org.uk/helping-the-public.
The Legal Ombudsman can only consider complaints from members of the public, very small businesses, charities, clubs, and trusts. If you are unsure whether you fall within these categories then please contact the Legal Ombudsman to see if they can help you.
If a complaint cannot be resolved, you may also be able to ask for it to be referred to a process of alternative dispute resolution using a certified provider. We are not required to agree to such a request. In any case this is not available to businesses, only consumers. We will give you more information about that right if it becomes relevant.
You may also have a right to object to a bill raised by this firm by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974.