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Complaints Procedure

This procedure was last reviewed on 15 July 2021.

We are committed to providing a high-quality legal service to all of our clients. If you have any queries or concerns regarding the service you receive, we encourage you to tell us about it. This will help us to improve our standards.

If you have a complaint, we will ensure it is dealt with in line with this procedure.

In the first instance, please contact the person dealing with your matter. Your complaint will be acknowledged within 3 working days of receipt and we hope that, in most cases, any concerns can be resolved at this early stage.

Should you remain dissatisfied following the response from the person dealing with your case, the next stage is to ask the Director of the firm with ultimate responsibility for your matter to consider your points of concern. You will find his or her name in the letter you received when you first instructed us. If the person dealing with your matter is also the Director with ultimate responsibility we will refer your matter to another suitable Director. They will carry out a review of the matter and provide you with a full response within 21 days.

If you are not able to resolve matters to your satisfaction on an informal basis with the relevant Director of the firm, you may ask our appointed external Client Care Consultant, Mike Rapps, to review the matter. Mr Rapps is an independent Consultant who specialises in complaint handling. He can be reached by email on clientcare@gl.law. You may also write to him via our postal address below and we will forward the correspondence to him:

GL Law
6 Queen Square
Bristol
BS1 4JE

If, for any reason Mr Rapps is not available, Richard Gore, a Director, will deal with your complaint at this stage.

What will happen next?

1.  Mr Rapps will acknowledge your complaint within 3 days of receiving it.

2.  Once Mr Rapps is satisfied he is in receipt of all of the necessary information, he will fully investigate the concerns raised.

3. Mr Rapps will then write to you with a substantive reply to your complaint within 21 days of his letter acknowledging your complaint or of receiving the information requested from you.

4. Once you have received the final response from Mr Rapps, or if we have not resolved your complaint to your satisfaction within 8 weeks of your original complaint, you are entitled to refer the matter to the Legal Ombudsman (LeO) for consideration.

The LeO’s contact details are as follows:

Telephone 0300 555 0333
Email enquiries@legalombudsman.org.uk
Website www.legalombudsman.co.uk

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

5. Any complaint to the LeO must ordinarily be made within six months of the date of our final decision on your complaint.

6. In addition, any complaint to the LeO must be made:

  • Within 6 years from the date of the act or omission complained of; or
  • Within 3 years from the date on which you should reasonably have known there was cause for complaint.

Further information can be found on the LeO’s website. Alternatively, you should contact the LeO on the helpline number given above.

7. Alternative complaints bodies (such as ProMediate) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. As there may be a charge to you to use such a service and as they are only able to mediate rather than make a final binding decision, we do not agree to use any such scheme.

8. If we have to change any of the timescales above in relation to our response, we will let you know and explain why.

9. You also have the right to complain to the Solicitors Regulation Authority (SRA) if your concerns are about the conduct of the firm rather than the service provided to you. Any such complaint should be made to the reports team at The Cube, 199 Wharfside Street, Birmingham B1 1RN, 0370 606 2555 or report@sra.org.uk.

10. Our preference is always to deal with any client complaints directly with you as efficiently as possible to reach a satisfactory resolution.

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