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Complaints Procedure

Definition

A complaint is defined as written or verbal criticism of an individual within the Company, or with a system procedure operated by the Company, or a written or verbal expression of dissatisfaction with either an individual within the Company or with a system or procedure operated by the Company.

The removal of instructions from the Company will also be investigated as a potential complaint if there are matters of professional competence raised.

The written arrangements are:-

1. Responsibility

As indicated in our client care letter Lee Goodchild has overall responsibility for making sure that complaints are resolved.

Complaints are reported to the “Complaints partner”, Lee Goodchild. The complaint will be formally recorded and retained in the Central register. 

If Lee Goodchild is absent from the office for a period of holiday or sickness leave any incoming complaints are forwarded to Daniel Burke, and actioned.

2. Investigation and Action

Any complaint received is recorded within five working days of receipt or as soon as reasonably practical.  Even if it is necessary to delay a substantive response to the compliant whilst further information is gathered, the complainant will at the very least receive an acknowledgement from the Practice identifying the action being taken. A full and substantive written response to the complaint will be received within 8 weeks. In the event of this time period being extended, the new target date along with an explanation as to the delay will be given.

3. Conclusion

If you are not satisfied with the handling of your complaint, you can ask the Legal Ombudsman (PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333, website www.legalombudsman.org.uk) to consider the complaint. The Legal Ombudsman will expect you to have given your lawyer a chance to resolve your complaint before The Legal Ombudsman intervenes.

You must take your complaint to the Legal Ombudsman:

Within six months of receiving a final response to your complaint

and

No more than six years from the date of act/omission; or

No more than three years from when you should reasonably have known there was cause for complaint.

You also have a right to complain about or challenge your bill by applying for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for assessment of that bill.

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 characteristics.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority

Further help

If you require further assistance, please contact the Professional Ethics helpline.