Client Complaints Procedure

Our Client Care Procedure

We are committed to providing a quality legal service to all of our clients. If you feel unhappy with the way that we are handling matters and if you feel something has gone wrong we need to be told. We understand that clients can feel anxious about legal matters, and we can assure you that your concerns will be dealt with sympathetically and in confidence.

Hopefully they will be able to resolve the situation. If they are unable to do so, please contact the Compliance Officer for Legal Practice (COLP) at our office. It is important that your concerns are discussed and investigated.

It is more helpful in most cases if you write to us, setting out your concerns and what you ideally like us to do about them. This gives us a clearer idea of the nature of your complaint, and the matters which will need to be looked into. However, if for any reason, you do not feel comfortable about writing to us, please feel free to telephone us, even if it is only by way of an initial call before writing to us. 

What will happen next?

We will write acknowledging your letter or telephone call within 14 days, asking you to confirm or elaborate upon any details that we need, and letting you know what steps we will be taking to investigate the matter further, and how long this will take.

We will record the details of your letter in our central register and open a separate file on the matter if we think it is something that cannot be resolved immediately, to ensure that it is not over-looked.

The lawyer who acted for you will be asked to for an internal response, unless he or she is away from the office, and provide us with your matter file(s) and any other documentation relevant to your complaint. We will also speak with another member of staff, or indeed outside of the Firm, where necessary, who may have a bearing on the matter.

Where it is felt that an initial meeting may be of mutual assistance we will invite you to attend at our office. You may, in any event, request such a meeting yourself, if you feel your concerns could be better expressed in this way.

We will either write to you at that stage, setting out our findings, or, in relatively complex matters, we will invite you to meet further to discuss and hopefully resolve your concerns.

At this stage, if you are still not satisfied, we will arrange for our findings and proposals to be independently reviewed. This will happen, depending upon the nature of your concerns, and at our discretion, in one of the following ways:-

  1. we may ask our local Law Society or another local firm of solicitors to review your complaint.
  2. we may invite you to agree to independent mediation.

We will let you know who is going to review the matter and how long this will take.

We will within 7 days, let you know the outcome of any review as soon as we have been informed of their decision. At this time we will write to you confirming our final position on your complaint and explaining our reasons.

Should you remain dissatisfied despite our best endeavours, you then have a right to refer the matter to the Legal Ombudsman, who can be contacted at PO Box 6806, Wolverhampton WV1 9WJ.


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