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. If you have a complaint please raise the problem with the lawyer responsible for your matter, the Head of the Department acting for you, or if you prefer, our complaints partner, David Sangster.
What will happen next?
1. We will acknowledge receipt of your complaint in writing within three days of receiving it.
2. We will then investigate your complaint. This will normally involve our complaints partner reviewing your file and speaking to the member of staff who acted for you.
3. We will send you a detailed written reply to your complaint, including our suggestions for resolving the matter if appropriate, within 8 weeks of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.
5. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
6. If you are still not satisfied you can contact the Legal Ombudsman, an independent complaints body established under the Legal Services Act 2007 that deals with legal services complaints. Their address is – Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.
Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving our final written response about your complaint or no later that 6 years from when the problem occurred, or 3 years from when you should reasonably have been aware of the problem. The Ombudsman will not accept a complaint if it was from before 6th October 2010.
Please note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits.
For further information you should contact the Legal Ombudsman on 0300 555 0333 or email firstname.lastname@example.org.
Further details are available from the Legal Ombudsman www.legalombudsman.org.uk .
If your complaint is specifically about our bill, you also have the right to object to it and apply for an assessment of it under Part III of the Solicitors Act 1974. If you should choose to exercise this right you will be unable to use the Legal Ombudsman service.
Alternative complaints bodies (such as ProMediate www.promediate.co.uk ) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We do NOT agree to use such schemes.
7. If we have to change any of these timescales we will let you know and explain why.