- All Client Complaints are to be forwarded in writing setting out the particulars of the complaint to the Complaints Manager, Teerath Gill who is a Partner in the firm.
- The Complaints Manager will record the details of the Complaint in the Firm’s Complaint Management Form.
- The Complaints Manager will then investigate the complaint, by asking the relevant members of staff to reply to the complaint or provide further details.
- If necessary, the Complaints Manager will meet with the relevant members of staff to discuss the situation.
- The Complaints Manager will acknowledge the complaint within five working days from the date of receipt of the complaint and will invite the complainant to a meeting to discuss the complaint and attempt to resolve it. In any case the Firm will send a response to the complainant within eight weeks from the date of the complaint.
- If the complainant is not able or does not want to attend a meeting, the Complaints Manager will explain in writing, and if possible also by telephone, the outcome of their investigations and a suggestion for resolving the complaint.
- If a meeting is held, the Complaints Manager will write to the complainant within two working days of the meeting, confirming the discussions that took place and any solutions that have been agreed.
- A letter sent to the complainant at this stage will contain details of what to do if the complainant is still unhappy. The complainant will be asked to identify a reason to the firm a explaining why they are unhappy with the conclusion.
- The firm will then arrange for a review of the Complaints Manager’s decision. This will happen in one of the following ways:a. Another Partner or senior member of staff will review the complaint, and if necessary, re-investigate the details of the complaint.b. The local Law Society or another firm of solicitors will be asked to review the complaint.c. The Complaints Manager will ask the complainant to agree to independent mediation.
- The Complaints Manager will write to the complainant within five working days of the conclusion of the review, detailing the outcome of the review, and what the firm’s final position is with regards to the complaint.
WHAT TO DO IF WE CANNOT RESOLVE YOUR COMPLAINT
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
You also have the right to make a report to the Solicitors Regulation Authority (SRA) in the event the your complaint relates to;
- A breach of a Principle of the SRA Code of Conduct 2011 and/or;
- Allegations of dishonesty or discrimination.
To make a report see http://www.sra.org.uk/consumers/problems/report-solicitor.page or contact the SRA at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN , Tel : 0370 606 2555