Complaints Handling Policy
We value all our clients and take complaints very seriously.
Speed is a top priority when handling complaints. We recognise that the longer the complaint is unresolved, the more irritated you may become – and understandably so.
All our staff are made aware of our procedures for handling complaints and should be open-minded, positive and understanding if you need to make a complaint. Our complaints procedure is divided into three levels:
- Initially we hope that you will raise any difficulties with the member of our staff undertaking your work, either verbally or in writing. We hope that most problems or misunderstandings will be resolved at this level. Staff receiving a complaint are required to complete a file note explaining the details of the complaint, what was said by both parties and the action taken. One copy of the file note will be retained on your file and a second copy will be forwarded to the member of staff’s supervising partner.
- If the complaint remains unresolved, the member of staff must immediately report the complaint to his or her supervising partner. You will be advised that this has been done.
- The partner will try to resolve the complaint informally. The partner will decide who should handle the complaint depending on the nature of the work. If the matter still cannot be resolved informally, the supervising partner will offer to refer your complaint to the firm’s Senior Partner Richard Davies.
The Senior Partner is responsible for investigating formal complaints on behalf of the firm.
If he is unavailable, or the complaint is against the Senior Partner, then another Partner will undertake this role.
Within two working days of him/her receiving the complaint, the Partner concerned will write to you acknowledging your complaint and ask you to confirm or explain the details if you have not already done so. A copy of this procedure will be enclosed with the letter.
The Partner will then investigate your complaint. This will normally involve reviewing your matter file and speaking to the member of staff acting on your behalf. The Partner may invite you to meet with him/her to discuss and, we hope, resolve the complaint. Any such invite will be sent to you within 14 days of sending you the acknowledgment letter.
If the Partner meets with you, he/she will write to you within five days of the meeting confirming what took place and any solutions he/she has agreed with you. If you do not want a meeting or it is not possible, he/she will instead send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. The letter will confirm our position on the complaint and explain our reasons.
If we have to change any of the time scales above, we will let you know and explain why.
Complaints to Legal Ombudsman
If you remain dissatisfied, you can contact Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint.
For further information you should contact the Legal Ombudsman on 0300 555 0333 or email them at
enquiries@legalombudsman.org.uk
