solicitors

Our complaints 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.  This will help us to improve our standards.  If you have a complaint, in the first instance discuss this with the person who is representing you. If this does not resolve matters or you don’t feel comfortable doing so, please raise this with Barbara Spoor who is a Complaint Manager with the company we use to deal with our complaints, Master Compliance.  She can be contacted by e-mail: Barbara@mastercomplianceltd.com or you can call her on 0330 2210511.  If you prefer to write you can write to Master Compliance at, P O Box 6588, Southam CV47 4DE.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our outsourced complaint handling company, Master Compliance: their contact details are set out above.
  3. Following an initial acknowledgement, Barbara will set out her understanding of your concerns.  These two steps may be combined in that you may receive an acknowledgement which also sets out the understanding of your complaint.  You may be asked to provide any further comments, or further information, and you will be asked to confirm that her understanding is correct.  You will also be asked how you would like to resolve your complaint.  This will happen within 5 working days of the initial letter acknowledging receipt of your complaint. If you do not confirm that the understanding is correct within 7 days, it will be assumed that the summary is correct, and Barbara will move to the next stage.
  4. Barbara will review your file, speaking to any member of staff if it is necessary to address the concerns, within 21 working days of initial contact with you.
  5. Barbara will write to you setting out her views of your complaints and making any proposals for resolution of your complaint within 7 working days of review of your file.  You will be asked to provide any further comments and consider any resolution that is being proposed.
  6. If you provide any further comments, Barbara will address these within 7 working days of receipt of any further comments.
  7. NB These time limits are a guide only and may be exceeded:
  • in exceptional circumstances
  • because of the work involved in addressing the matters you raise
  • because of the absence of the lawyer or a similar event
  • If timescales have to change you will be notified in writing
  1. If you are still remain unhappy, you can raise your concerns with The Legal Ombudsman whose contact details are as follows:
    Legal Ombudsman,
    PO Box 6806
    Wolverhampton
    WV1 9WJ
    Tel: 0300 55 0333
    Email: enquiries@legalservicesombudsman.org.uk

Referral must be made to The Legal Ombudsman within 6 months of the date of the letter confirming the investigation has come to an end and your file is closed in relation to the complaint that has been dealt with.  In any event you must raise the formal complaint within 6 years of the incident giving rise to the complaint: this timescale being applicable after 6 October 2010.  If your complaint relates to an incident prior to this date you must raise the issues within 3 years of when you reasonably should have known you had a complaint.

If you are not satisfied with the outcome of these processes, you can take up the matter with the Solicitors Regulation Authority. They can be contacted at sra@complaints.org.uk.

 

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