Service Levels & Complaints
We aim to provide a high quality efficient service and value your instructions. 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 that does not resolve your concern then please raise the matter with the partner with overall responsibility for your case. If matters are not resolved to your satisfaction then you can request a copy of full complaints procedure from our Mr David Parry on 01684 892939 or firstname.lastname@example.org. Making a complaint will not affect how we handle your case.
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 contact the Solicitors Regulation Authority through their website by following the link above or by post at
The Cube, 199 Wharfside Street, Birmingham B1 1RN or by telephone 0370 606 2555 or by email at email@example.com
Our complaints procedure
If you have a complaint, write to us with the details.
1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within two days of us receiving your complaint.
2. We will record your complaint in our central register and keep a separate record within the original file of all correspondence relating to the complaint. We will do this within two days of receiving your complaint.
3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to hear from us within two days of your reply.
4. We will then start to investigate your complaint. This will normally involve the following steps.
- We will pass your complaint to Mr David Parry, our Client Care Partner, within three days.
- He will ask the member of staff who acted for you to reply to your complaint within seven days.
- He will then examine their reply and the information in your complaint file. And, if necessary, he may also speak to them. This will take up to three days from receiving their reply and the file.
5. Mr Parry will then invite you to meet him or if you prefer to telephone him to discuss and hopefully resolve your complaint. He will do this within three days.
6. Within two days of the meeting Mr Parry will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Mr Parry will send you a detailed reply to your complaint.
This will include his suggestions for resolving the matter. He will do this within five days of completing his investigation.
7. At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways.
- Another partner or solicitor of the firm will review Mr Parry’s decision within ten days.
- We will invite you to agree to independent mediation within five days. We will let you know how long this process will take.
8. We will let you know the result of the review within five days of the end of the review. At this time we will write to confirm our final position on your complaint and explain our reasons. If you are still not satisfied, you can contact him with your complaint.
If your complaint is not concluded within 8 weeks you are entitled to refer the matter to the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ or 0300 5550333 or at firstname.lastname@example.org
Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response to your complaint.
What to do if we cannot resolve your concerns:
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.
If you would like more information about the Legal Ombudsman, please contact them.
Contact details Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ