Client Complaint


Policy

We take very seriously all expressions of dissatisfaction from our clients. If you wish to express any concerns verbally or in writing please contact either the lawyer you are dealing with or Samantha Wright who is the Complaints Partner, a Supervising Partner or other Supervisor identified in the client care letter sent to you at the start of your file. This document explains our procedures for handling complaints to ensure that each complaint is dealt with swiftly in an attempt to reach an amicable and satisfactory solution.

 

Reporting & Investigation Responsibilities

Informal verbal complaints should be addressed to your lawyer in the first instance. If you are not satisfied with their proposals, then the matter should be taken up with the Supervisor responsible for their work.The name of that person will have been given in your initial client care letter, but if you are unable to locate this, you can ask your lawyer or a member of our support staff. If the matter cannot be resolved informally with your lawyer, it would assist investigations if you were to fully detail your concerns in writing so there is less room for misunderstanding your concerns and requirements.

 

Response Times

Written complaints will be acknowledged within 2 days of receipt. A full reply will be sent as soon as the matter has been investigated. We will always endeavour to provide a full response within 21 days. If that is not possible, an interim response will be given explaining why it is not possible to meet this deadline, when we expect our investigations to be completed and a response finalised.

 

Management

All complaints (written or verbal) are recorded and logged centrally. Where necessary, we will implement corrective action in response to individual complaints and improvement measures to prevent adverse trends and correct recurring problems. In this manner, we aim to constantly improve the service we provide.

 

Electronic Contracts

If you are a consumer and we have made a contract with you by electronic means you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. That is at http://ec.europa.eu/odr

 

Legal Ombudsman

If you are still unhappy with the outcome of your complaint investigation, and would like to contact the Legal Ombudsman please call 0300 555 0333 or email enquiries@legalombudsman.org.uk.

 

Their team is available from 8.30am to 5.30pm. If you wish you may write to them at:

PO Box 6806,

Wolverhampton

WV1 9WJ

 

Further information can be found on the Legal Ombudsman website at www.legalombudsman.org.uk