Vyman Complaints Procedure
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.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can e-mail our office at email@example.com to put your complaint in writing. We aim to acknowledge your complaint within two working days where possible.
The Solicitors Regulation Authority can help you 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. You can raise your concerns with the Solicitors Regulation Authority.
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 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.
With regard to complaints about your bill, if you are still not satisfied with our response you can challenge our costs by applying for an assessment of the bill under Part III of the Solicitors Act 1974.
Complaints handling timelines
|Once we receive your complaint, we will send you a letter (or email if you prefer). Within this acknowledgement we may ask you for further details or clarification. We will also advise you of the person (and their contact details) who will be investigating your complaint.||We will endeavour to acknowledge your complaint within two working days of us receiving your complaint.|
|We will acknowledge your response (where relevant) and confirm what will happen next.||We will do this by return or very soon after.|
We will then begin our investigation into your complaint.
|We will endeavour to make an initial (or final) response within 14 days.|
Depending on your response, our Client Care Director will then invite you to either a meeting or a telephone conversation to discuss the complaint and possibly resolve it.
This meeting will be followed up by a written response to anything that may have been agreed between you.
If you do not want a meeting, the Client Care Director will send you a detailed reply (possibly including a suggestion to resolve the complaint) to your complaint.
This will happen within five working days of us receiving your response.
This will happen by return or very soon afterwards.
This will be done within five working days of your confirmation regarding not wanting a meeting.
|At this stage, if you are still not satisfied you may ask us to review our decision. If this happens we will ask another Director to fully review your complaint and our response(s).||We will arrange for a review within 10 days and let you know our final response and explain our reasons.|
|If you are still not satisfied, you may escalate your complaint to the Legal Ombudsman. Full contact details are shown overleaf.|