Complaints procedure for clients
We are committed to providing the highest quality service to our clients. If at any time you feel that this is not the case, we want to know so that we can do our best to resolve the problem.
What to do if you have a complaint
Direct resolution
If you feel it is appropriate and you are comfortable doing so, please discuss your concerns directly with the individual managing your case, or alternatively, with their designated supervisor. Your client care partner’s contact details will be found in your client care letter.
Our team will review your concerns thoroughly by examining relevant documents and consulting with any involved parties. We will then reach out to you with a proposed solution.
Escalated resolution
If the proposal is not acceptable to you, or if you would prefer not to discuss your concerns with the person conducting your matter, you may request your complaint is escalated.
What will happen next?
We will acknowledge your complaint and ask you to confirm or explain any details. If it seems appropriate, we will suggest a meeting or a telephone conference at this stage. We will also let you know the name of the person who will be dealing with your complaint.
We will record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.
If appropriate we will then invite you to meet with or arrange a telephone conference with our client care partner to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 21 days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, our client care partner will write fully to you setting out their views on the situation and any redress that we would feel to be appropriate.
We will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received. at this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. we will let you know the result of the review within 10 days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
Please note if we have to change any of the timescales set out above, we will let you know and explain why.
Legal Ombudsman
If you are not satisfied with our handling of your complaint, you may contact the Legal Ombudsman, which is an independent and impartial scheme that deals with complaints about our work or our service.
The Legal Ombudsman’s details are:
PO Box 6167, Slough, SL1 0EH
t: 0300 555 0333
e: [email protected]
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
Before accepting a complaint for investigation the Legal Ombudsman will usually check that you have tried to resolve your complaint with us first and that the complaint falls within their jurisdiction as set out in their scheme rules.
If you would like more information about the Legal Ombudsman, please contact them or visit their website www.legalombudsman.org.uk