Complaints Handling Policy

1. Our complaints policy
2. Client communication
3. Procedure for logging complaints

 
 

Complaints Handling Policy

  1. Our complaints policy

  1. We are committed to providing legal services of the highest quality to all our Clients. However, should errors occur and a Complaint be made, we will deal with Complaints promptly, fairly, openly and effectively. We will inform our clients of any outcome or omission which could give rise to a claim by them against the Firm.

  1. Client communication

  1. The issue of Complaints is brought to the attention all Clients at the outset of every matter. It is a standard inclusion in the Client Care letter which is issued prior to the opening of a matter code. This informs the Clients who should be contacted should a Complaint arise, and their right to a copy of this policy. It also informs the Clients of their right to contact the Legal Ombudsman, together with his contact information, at the completion of our Complaints Handling Process, should they remain dissatisfied.

  2. All Clients are asked in our Engagement Letters and Terms of Business to give feedback on the service we provide to them. Where Clients are unhappy about the service they have received or the bill that has been presented, we ask that in the first instance the partner responsible for the work is contacted, or if they prefer the Client Care Partner, Alexander Edwards.

  3. A copy of the Policy will be released to our Clients upon request.

  1. Procedure for logging complaints

  1. All Complaints received are taken most seriously.

  2. It must be recognised that Complaints come in many forms and should be recognised as Complaints and dealt with in accordance with this policy.

  3. All Complaints received by any member of the Firm in whatever form, must be communicated to the Senior Partner and entered into the Complaints Log.

  4. All complaints should be submitted in writing. However should a Complaint be made verbally, the Clients lodging the Complaint will be asked to confirm their Complaint either by email or letter.

  5. We will send the Clients a letter acknowledging receipt of a Complaint within three days of receiving it, enclosing a copy of this procedure.

  6. We will investigate the Complaint. The Complaint will be passed to the Client Care Partner, Alexander Edwards, who will review the matter file and speak to the relevant member of staff. Should the client be in any way considered vulnerable, we will consider the most appropriate and fair manner of investigating and responding to the Complaint.

  7. The Client Care Partner will invite the client to a meeting to discuss and hopefully resolve the Complaint. This will be done within 14 days of sending the Clients acknowledgement of the initial Complaint.

  8. Within three days of said meeting, the Client Care Partner will write to the Client to confirm what took place and any solutions that have been agreed upon.

  9. Should the Client not wish a meeting to take place or it is not possible, the Client Care Partner will send a detailed written reply to the Client, including suggestions for resolving the matter, within 21 days of sending the acknowledgement letter.

  10. If the Client remains dissatisfied, the Client should contact us again and we will arrange for another partner at the firm, unconnected with the matter, to review the decision. We will also advise the client to take independent legal advice.

  11. We will write to the Client within fourteen days of receiving their request for a review, confirming our final position regarding the Complaint together with reasons supporting our decision.

  12. If the clients are still not satisfied, the Legal Ombudsman can be contacted

    Legal Ombudsman
    PO Box 6806
    Wolverhampton
    WV1 9WJ

  13. Any Complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response to a Complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333, enquiries@legalombudsman.org.uk.
    Alternatively visit their website www.legalombudsman.org.uk.

  14. It should be noted that not all Clients will be entitled to have their Complaint considered by the Legal Ombudsman as the service is only available to members of the public, very small businesses, charities, clubs and trusts. If a Client’s position is unclear, we will provide sufficient information to all clients to enable them to identify whether they have a right to take their Complaint to the Legal Ombudsman and to contact the Ombudsman directly to clarify their position.

  15. You will be notified of any alteration to the timescales outlined above.

  16. We will not charge you for any time recorded in relation to handling your complaint.

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