As of December 2018 the SRA (Solicitors Regulation Authority) has ruled that all regulated law firms should adhere to their Transparency Rules which are aimed at improving public access to legal services, by making sure more easy-to-understand information on legal service providers readily available to consumers.
See our complaint resolution procedure below.
We take very seriously all expressions of dissatisfaction from our clients. This note 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 Partner 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 our investigations if you were to fully detail your concerns in writing so there is less room for misunderstanding your concerns and requirements.
Written complaints will be acknowledged in within 3 working days of receipt whereby the name of the person responsible for handling the complaint will be confirmed. A full reply will be sent as soon as the matter has been investigated and our proposals for dealing with your concerns have been agreed upon. This may include inviting you to a meeting to discuss your complaint and our proposals for dealing with it. In any case, we will always endeavour to provide a full response within 20 working 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. If we have not finalised our response within 40 working days, you have the right to take your complaint directly to the Legal Ombudsman.
If, in the unusual event that we are unable to resolve the matter to your satisfaction, you are able to take the matter up with the Legal Ombudsman. (Office for Legal Complaints). The contact details for the Legal Ombudsman are :-
PO Box 6806,
Wolverhampton, WV1 9WJ
Tel : 0300 555 0333.
The Legal Ombudsman will normally expect you to have taken the matter through our complaints procedure before he will investigate your complaint. You should normally make your approach to the Ombudsman within 6 months of the final letter from us about the complaint.
The time limits for the Legal Ombudsman’s scheme are as listed below:
- 6 years from the date of act or omission; or
- 3 years from when the complainant should have known about the complaint. However, the Legal Ombudsman will not accept complaints where the act or date or awareness was before 6 October 2010
Solicitors Regulation Authority
The Firm is subject to the regulation of the Solicitors Regulation Authority https://www.sra.org.uk/ solicitors/standards-regulations/. You can also contact the SRA at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN or by calling their contact centre on 0370 606 2555 (within the UK).
For further information please contact us at