solicitors

Our client feedback & complaints policy

Our client feedback policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it because client service is at the heart of everything we do here at Mogers Drewett. Your comments will help us to improve our standards and make us better.

We like to know when you have been impressed by us but equally we take any expression of dissatisfaction seriously and we consider everything that our clients tell us about the experience that they have received.

Ways to let us know what you think

There are several ways you can let us know what you think, whether that is good or bad:

  • We send a satisfaction survey to our non-commercial clients at the end of every matter. Please complete and return this to us, as this will allow you an opportunity to comment upon the service that we have provided or to praise our good work.
  • Please feel free to raise your comments with the person in our firm that you have been working with. This is normally the person named in the initial client care letter that we sent to you at the beginning of your matter. They should be able to deal with your comments promptly.
  • Should you not feel able to speak about your comments to the person you have been dealing with, then please do not hesitate to contact our Risk and Compliance Team who will raise your comments with the person involved and/or their Head of Department. The contact details are:

Contact name: John Grace
Telephone: 01749 835 273
Email: john.grace@mogersdrewett.com
Address: Mogers Drewett, Bishopbrook House, Cathedral Avenue, Wells, BA5 1FD

  • Sometimes it may not be possible to easily resolve matters, in which case you may wish to make use of our formal complaints procedure.

Our complaints procedure

Should you wish to make a formal complaint then we would ask that you put this in an email or letter to our Risk and Compliance team.

  • We will acknowledge receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.
  • Your complaint will be examined and considered by our outsourced complaint handling company, CRCS legal Ltd. They will look at the relevant file and may discuss your complaint with the person who handled your matter and/or their head of department. You may also be contacted in order to discuss or clarify your complaint as part of the investigation.
  • Normally you will receive a full written response within 28 working days of our acknowledgment of your complaint, which will set out the result of the investigation and any proposals for resolving matters. You will be asked to confirm, within 7 days that you accept the conclusion of the investigation or whether you wish to provide further comments. You will receive a response to any additional comments that you make within 7 working days of our receipt of those comments.
  • Sometimes, perhaps due to the complexity of what you have raised or the absence of the person involved, it may take a little longer to consider matters. If that is the case, then you will be contacted with an update on how the investigations are going and with a revised timetable. However, if we have not been able to resolve matters within 8 weeks, you are entitled to refer the matter to the Legal Ombudsman.

What if we cannot resolve matters?

If our complaints procedure above has been concluded and you remain unhappy, you can raise your concerns with The Legal Ombudsman whose contact details are as follows:

Telephone: 0300 555 0333 (between 9.00 to 17.00)
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Website: www.legalombudsman.org.uk

You must do this:

  • no more than six months from the date you received our final response to your complaint, and
  • within six years from the date of the act/omission complained of, or
  • no more than three years from when you should reasonably have known there was a cause for complaint, and

Generally, the Legal Ombudsman only deals with complaints relating to matters that arose on or after 6 October 2010, and only accepts complaints from individuals or small businesses, charities and associations. You should check its website for details of the scheme’s applicability to you.

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.

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