If you feel that our services have not met the high standard that we should have then please see below our procedure to handle such circumstances.
The Partner of this Firm with ultimate responsibility for your case will be allocated at the outset.
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
Our complaints procedure
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you remain dissatisfied, please contact Lindsay Coates, Senior Director of the firm. Making a complaint will not affect how we handle your case.
What will happen next?
1. We will send you a letter acknowledging your complaint, where necessary asking you to confirm or explain the details. You can expect to receive our letter within 3 working days of receiving your complaint.
2. We will open a file for your complaint and record it in our central register. We will do this within 2 working days of receiving your complaint.
3. Lindsay Coates will then investigate your complaint, which will normally involve examining your file and (if she did not act for you personally) speaking with the person in the firm who acted for you. She will do this within 10 working days.
4. If you would like to have a meeting to discuss and hopefully resolve your complaint, we will arrange this within 3 working days of your request. Within 2 working days of the meeting Lindsay Coates will write to you to confirm what took place and any solutions she has agreed with you.
5. If you do not want a meeting, or if it is not possible for any reason, Lindsay Coates will send you a detailed response to your complaint, including suggestions for resolving the matter.
6. At this stage, if you remain dissatisfied, you can let us know. We will arrange for another Director in the firm, who is not connected with the complaint, to review the decision. This process is likely to take 10 days.
7. We will let you know the result of this review within 2 working days of its conclusion. At this stage Lindsay Coates will write to you confirming the firm’s final position on your complaint (taking into account the views of the second investigator).
8. If you are still not satisfied with the firm’s decision at the conclusion of the complaints procedure you may refer the matter to the Legal Ombudsman. 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, and
- 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.
9. The Solicitors Regulation Authority can also 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. You can raise your concerns with the Solicitors Regulation Authority.