We hope of course that, once you become a client of this practice, everything will be carried out to your satisfaction. However, should there be any aspect of our service with which you are unhappy, please refer it firstly to the solicitor or other legal professional who has conduct of your matter. Thereafter, if you are not satisfied, please refer any issue to the Head of the relevant Department, whose name and contact details you will find in this websites “Our Team” section. If for any reason you are still dissatisfied, then please contact our Complaints Director, Caroline Batko (email@example.com).
Our Complaints procedure is as follows:-
- We will send to you a letter acknowledging receipt of your complaint within 5 working days of receiving your complaint and we will enclose a copy of this procedure.
- We will then investigate your complaint. Initially, the complaint will be referred to the Head of the Department which is dealing with your matter, who will review the file and speak to the solicitor or other legal professional who has daily conduct of your matter. We will write to you within 14 days of the acknowledgement letter (i) reporting to you on the complaint and (ii) inviting you to attend a meeting to resolve matters, if you wish to do so.
- If you are not happy with the response of the solicitor in charge of the Department, or if your complaint is about that solicitor, then you may contact our Complaints Director, Caroline Batko.
- Your complaint will be acknowledged within 5 working days. We will write to you within 14 days of the referral to the Complaints Director (i) with a review of the outcome of the complaint and (ii) inviting you to attend a meeting to resolve the matter, if you wish to do so.
- In the event that such a meeting takes place (in pursuance of point 2 (ii) and point 4 (ii) above) you will receive a letter within 5 working days of its date, which will set out our conclusions regarding the complaint.
Whilst we will of course strive to meet the above timeframes, there may be occasions where responses take longer. Please do not hesitate to contact any of the above persons if you do not hear from us within the timeframes stipulated above.
If you remain unsatisfied then you can have the complaint independently looked at by the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. You must refer your complaint to the Legal Ombudsman within 6 months of our final response to you. Please note that from the 1st April 2023 the Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of your realising that there was a concern, unless exceptional circumstances apply.