COMPLAINTS PROCEDURE

OUR COMPLAINTS POLICY

If you have a complaint, contact us with the details.

WHAT WILL HAPPEN NEXT?

1. We will send you a letter acknowledging your complaint within one week of receipt.  Normally this will come from our Complaints Manager, Mr Andrew Williams who may ask you to explain parts of your complaint or provide more information. 

2. We will record your complaint in our central register and open a separate file for your complaint.  We will do this within seven days of receiving your complaint.

3. You can expect to hear from us within three weeks of your initial complaint or any further clarification/information requested.  During that period Mr Williams will make every attempt to fully investigate your complaint including (where appropriate) speaking to the member of staff concerned and examining (where appropriate) your file.  Also Mr Williams may invite you to a meeting to discuss your complaint as part of his investigation.

4. Where appropriate, when writing to you with his findings, Mr Williams will make every effort to suggest ways of resolving your complaint.  He will also invite you to have a meeting with him if you are not satisfied with his letter.  Alternatively, you may wish to respond to Mr Williams’ letter and to request him to review his decision.  Mr Williams will then reply within a further two weeks.

5. If we have to change any of the timescales above for justifiable reasons we will let you know and explain why.

6. If at the end of our Complaints Procedure you are still dissatisfied, you have the right to make a complaint about us to the Solicitors Regulation Authority in respect of any conduct issue, or the Legal Ombudsman in respect of any service issue.  You also have the right to obtain advice from another solicitor as to whether we have been negligent.

7. The address of the Solicitors Regulation Authority is 199 Wharfside Street, Birmingham B1 1RN.

8. The address of the Legal Ombudsman is Edward House, Quay Place, Birmingham B1 2RA.