Complaints Procedure

 

All claims, complaints and disputes arising out of or in connection with our services or costs (‘Disputes’) will be resolved pursuant to this section. We aim to acknowledge your complaint within two working days where possible.

Complaints Procedure – We hope you will have no complaint. To underline how seriously we take complaints, we have a set Complaints Procedure which can be summarised as follows. 

A copy of our full complaints procedure is available on request. 

  • If you have any complaint or observation (good or bad) about our service or our costs, please say so.
  • Please raise any complaint first with the solicitor assigned to your matter, including any complaint about your bill.
  • If this does not resolve your complaint satisfactorily, tell the Supervising Director responsible for your case.
  • If this also does not resolve your complaint satisfactorily, contact Anup Vyas the Client Care Director nominated by the practice to ensure prompt and thorough investigation of any complaint. We have eight weeks to consider your complaint.
  • If still unresolved at this stage, you may take your complaint to the Legal Ombudsman. Normally, you will have to bring your complaint to the Legal Ombudsman within: 6 months of receiving a final response from us about your complaint; and 6 years from the date of the act or omission giving rise to the complaint; alternatively 3 years from the date you should reasonably have known there are grounds for complaint (if the act or omission took place before 6 October 2010 or was more than 6 years ago).

The contact details of the Legal Ombudsman are: 

By post: PO Box 6806, Wolverhampton, WV1 9WJ 

Telephone: 0300 555 0333 

Email: [email protected]

Further information about the Legal Ombudsman can be found on their website: www.legalombudsman.org.uk 

  • 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

 

Action Timescale
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. 

  • The normal procedure would be for your complaint to be given to the person that dealt with your matter (or the Client Care Director if the complaint refers to a non-matter situation).
  • The above procedure will activate a response to 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.