We are committed to providing you with an unrivalled quality of service. When something goes wrong we need you to tell us about it. We will try to resolve any problem quickly using our internal Complaints Procedure as set out below. If we are unable to resolve the issue then you may be entitled to make a complaint to the Office of Legal Complaints through its Legal Ombudsman within 6 months of the conclusion of our internal Complaints Procedure.
If your complaint relates to charges or expenses contained in an invoice we have asked you to pay, you may also be entitled to apply to a court under Part III of the Solicitors Act 1974 to ask the court to assess the reasonableness of any charges and expenses contained in such invoice.
Client Complaint Policy
1. Our Complaints Procedure
1.1 If you have a complaint, please contact Susannah Proctor our client care partner. You can write to her at:
4 Oxford Place
Leeds LS1 3AX
1.2 Susannah Proctor will be responsible for dealing with your complaint as set out in this Policy.
2. What Will Happen Next
2.1 You will receive a letter acknowledging your complaint. You can expect to receive our letter within one working day of receiving your complaint. If we need any further clarification about the issues you have raised in your letter, we will ask for further details at this stage.
2.2 We will record your complaint in our central register and open a file for your complaint. We will do this within three working days of receiving your complaint.
2.3 We will then start to investigate your complaint. We may not be able to fully investigate your complaint until you have provided us with any information or documents requested. Investigating your complaint may involve one or more of the following steps:
2.3.1 we may speak to the member of staff who acted for you to discuss your complaint;
2.3.2 we may examine your file of papers. We then may ask them or you for more information.
We anticipate that these two steps will take up to seven days from receipt of the complaint.
2.3.3 we will invite you to speak to or meet with the person dealing with your complaint and it is hoped resolve the complaint. We will do this within seven days of receiving all the details we need from you or the member of staff who acted for you.
2.4 Within three working days of the meeting or telephone conversation we will write to you to confirm what took place and any suggestions that we have agreed with you. If you didn’t want a meeting or it is not possible, we will send you a detailed reply to your complaint. This will include confirmation of our position on your complaint, an explanation of our reasons and our suggestions for resolving the matter. This will happen within five days of us completing the investigation.
2.5 We will let you know the result of the review within seven days at the end of the review. If you are still not satisfied you can contact the Legal Ombudsman about your complaint. The Legal Ombudsman can be contacted at PO Box 15870, Birmingham B30 9EB or by telephone on 0300 555 0333 or by email firstname.lastname@example.org. Any complaint to the Legal Ombudsman should be made to them within 6 months of the conclusion of our internal complaints procedure. For further information about the role of the Legal Ombudsman, please see their website at www.legalombudsman.org.uk.
2.6 If we have to change any of the timescales above, we will let you know and explain why.