We are committed to providing a high-quality legal service to all of our clients. When Something goes wrong we need you to tell us about it. This will help us improve our standards and processes.
Whenever possible, please raise any initial client care problems with the person acting on your matter to give them the opportunity of resolving matters with you. Often matters can be quickly resolved in this way.
Our Complaints Procedure
If you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case or their supervising partner, please contact us as soon as you are aware of the problem so this can be addressed.
What will happen next ?
1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can usually expect to receive our letter within two days of us receiving your complaint.
2. We will record your complaint in our central register and open a separate file for your complaint. We will do this within a day of receiving your complaint.
3. We will then start to investigate your complaint. This will normally involve the following steps:
- We will pass your complaint to Alison W. Morgan our client care partner/principal. Within three days.
- She will ask the member of staff who acted for you to reply to your complaint within 5 days.
- She will then examine their reply and the information in your complaint file. If necessary, she may also speak to the fee earner concerned. This will take up to a further three days from receiving their reply and the file.
4. Alison W. Morgan will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within three days.
5. Within a further two days of the meeting Alison W. Morgan will write to you to confirm what took place and any solutions she has agreed with you.
If you do not want a meeting or it is not possible, Alison W. Morgan will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter. She will do this within five days of completing the investigation.
6. At this stage, if you are still not satisfied you should contact us again explaining why you remain unhappy with our response. We will then arrange to review our decision. This will happen in one of the following ways:
- Another fee earner will review Alison W. Morgan's decision within 10 days.
- We will ask our local Law Society or another local firm of solicitors to review your complaint within 5 days. We will let you know how long this process will take.
- We will invite you to agree to independent mediation within five days. We will let you know how long this process will take.
7. We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can ask the Legal Ombudsman to consider your complaint. We hope that this does not become necessary and that we can resolve matters between ourselves. The Legal Ombudsman’s contact details are:
Address: PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333 – from 8.30 am to 5.30 pm
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and within the following timescales:
- six years from the date of the act or omission about which you are complaining occurring; or
- three years from the date you should reasonably have known there were grounds for complaint.
If we have to change any of the timescales above, we will let you know and explain why. If we have to change any of the timescales above we will let you know and explain why.
When should you complain to the Solicitors Regulation Authority?
The Solicitors Regulation Authority (SRA) deal with complaints where firms or those they regulate have breached the SRA Principles. The SRA Principles comprise the fundamental tenets of ethical behaviour that solicitors must uphold, e.g. acting with honesty and integrity. Most of the time, complaints about solicitors are about poor service, and therefore should be sent to the Legal Ombudsman, however if the complaint relates to a breach of an SRA principle, it should be made to the SRA.
Complaints in relation to bills
The complaints procedure above also applies to complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; the Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for assessment of that bill.
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