This procedure was last reviewed on 28 October 2020.
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact the Director of the firm with ultimate responsibility for your matter with the details. You will find his or her name in the letter you received when you first instructed us. If you cannot resolve matters on an informal basis, please contact our Client Care Consultant, John Dalby. If, for any reason Mr Dalby is not available, or if the complaint is about him, a director, Richard Gore, will deal with your complaint.
What will happen next?
- Mr Dalby will acknowledge your complaint within 3 days of receiving it, enclosing a copy of this procedure. You may be asked to provide more details if these are not clear.
- At the same time, Mr Dalby will log your complaint in a central complaints register.
- Once we have the necessary information, Mr Dalby will start to investigate your complaint. He will review your file and discuss your complaint with the member of staff who acted for you and the Director with ultimate responsibility for your matter.
- Mr Dalby will then write to you with a detailed reply to your complaint. He will do this within 21 days of his letter acknowledging your complaint or of receiving the information requested from you. If he considers it appropriate, Mr Dalby may invite you to a meeting at this stage. If you wish to meet with Mr Dalby to discuss your complaint you should advise him at this stage and he will make the necessary arrangements.
- If there is a meeting Mr Dalby will write to you within 5 days to confirm what took place and any solutions he has agreed with you.
- At this stage, if you remain dissatisfied you should contact Mr Dalby again to request a review of the decision. Such review will be conducted by a director of the company who will respond within 10 working days.
- We will let you know the result of the review within 5 days from the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied, or, if we have not resolved your complaint to your satisfaction within 8 weeks of your original complaint, you can then contact the Legal Ombudsman about your complaint using any of the following means:
Telephone 0300 555 0333
Post PO Box 6806, Wolverhampton WV1 9WJ
- Any complaint to the Legal Ombudsman must ordinarily be made within six months of the date of our final decision on your complaint.
- In addition, any complaint to the Legal Ombudsman must ordinarily 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.
These rules are somewhat complex and further information can be found on the Legal Ombudsman’s website. However, please note that the service provided by the Legal Ombudsman is only available to certain types of clients/organisations. In particular where we act as mediators, parties do not have the right to complain to the Legal Ombudsman. Further details of those eligible for the service can be found on the Legal Ombudsman’s website. Alternatively, you should contact the Legal Ombudsman on the helpline number given above.
- 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.
We do not agree to use the ProMediate scheme.
- If we have to change any of the timescales above in relation to our response, we will let you know and explain why.
- You also have the right to complain to the Solicitors Regulation Authority (SRA) if you feel that we have breached SRA principles or failed to meet their standard. Any such complaint should be made to the reports team at The Cube, 199 Wharfside Street, Birmingham B1 1RN. 0370 606 2555 or email@example.com.
- Please note that if we have issued a bill for work done on the matter, and all or some of the bill has not been paid, we may be entitled to charge interest on the amount outstanding in accordance with our terms and conditions. We reserve the right at our discretion to take steps to recover the amount outstanding even if you have made a complaint.