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Complaints Policy

We aim to provide the very highest levels of service to all our clients and any other parties who deal with the firm. We take very seriously any comments or concerns about our service. We appreciate that complaints may come from clients, barristers on retainer, members of the judiciary or court service. Complaints from any source will be treated in the same way. Our complaints procedure is free to use to any person wishing to use it. It applies to all members of the firm.

It is acknowledged that not all of the firm’s users and clients will be able to follow the exact procedure. In such an instance a call or other informal communication will be accepted and we will write back with a summary of the complaint and the action that we will take in line with the procedure.

We consider that we comply with the Law Society’s Handling Complaints Practice Note of August 2013 and Rule 8 of the SRA Code of Conduct for Solicitors. The Compliance Officer (“COLP”) will ensure ongoing monitoring of complaints and this policy with [at least] annual reviews to ensure continued compliance and best practice. We will ensure that our retainer letters do set out for our clients the right to complain and the bodies to whom they can complain. The Legal Ombudsman will consider complaints from individuals, small businesses, clubs, societies, charities, trusts and associations.

Any person making a complaint will be dealt with courteously and respectfully. Clients must be assured a complaint will not negatively affect the standard of care or way we handle their case. The complaint will be dealt with objectively, proportionately and seriously. It will be dealt with promptly and we will update the person registering the complaint as a matter progresses. If we consider the issues raised are more complicated and may take longer we will notify of that fact and give reasons.

Complaints

There are different types of complaint and it may be that a member or employee of the firm should refer a client to the complaints procedure. It may an external referral should be made where there is a criminal offence committed or misconduct amounting to a breach of the SRA code of conduct. Such matters should be alerted to the COLP and Compliance Officer for Finance and Administration ("COFA").

We intend to actively manage complaints and feedback to improve the service that we offer. It is preferable that complaints or queries are dealt with at the time the client lodges them and they are managed quickly. At the conclusion of matters we will seek feedback from clients as to how they have found our service.

There are several outcomes and remedies that may be applied in response to complaints about our service being upheld. These include, but are not limited to, an apology, implementing amendments to our practice or service, the carrying out of remedial measures or the offer of compensation.

Complaint Handling Procedure

We are wholly committed to providing our clients with the very highest levels of service. We are always seeking to improve that service and should anything go wrong we need you to inform us of the problem. Where you do feel you have a complaint we want you to highlight this to us at the very earliest opportunity to allow us to assist you.

Should you have a complaint please contact us with the details in writing. We have eight weeks in which to consider your complaint. If we have not resolved it within this time you may complain to the Legal Services Ombudsman.

we use in mediation cases is ProMediate. They are specialist mediators with in-depth knowledge of dispute resolution in legal matters. Their website address is www.promediate.co.uk and can also be contacted at their registered address, Brow Farm, Top Road, Frodsham WA6 6SP.

The Procedure

  1. Once your letter has been received we will send you we will send you an acknowledgement, which will include a copy of the procedure and list the next steps.
  2. We will then investigate your complaint. We will review your complaint and speak with your case handler.
  3. The investigating partner will then invite you to a meeting to discuss, and hopefully resolve, your complaint. They will do this within 14 days of sending you the acknowledgement letter. If your complaint concerns the managing partner it will be referred to an external consultant.
  4. Within three days of the meeting the investigating partner will write to confirm what took place and any solutions that have been agreed with you.
  5. If you do not want a meeting, or it is not convenient for you to attend one, the investigating partner will send you a detailed written reply to your complaint, including his or her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage if you are still not satisfied, you should contact us again and we will arrange for an external review of the matter or mediation.
  7. We will write to you within 14 days of receiving your review request. We will confirm our final position on your complaint and explain the reasons for this decision.
  8. If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint. The address is PO Box 6806, Wolverhampton, WV1 9WJ. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information you should contact the Legal Ombudsman on 0300 555 033 or enquiries@legalombudsman.org.uk. You can also contact the Solicitors Regulation Authority with any concerns by calling 0370 606 2555 or by writing to The Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN. More information is available at www.sra.org.uk.