I do try to provide the highest level of service to my clients, but if something goes wrong or you feel unhappy in some way with the work I am doing for you, then please contact me to discuss it. However, if you do wish to make a formal complaint, then this policy sets out the procedure for doing so.
If you have a complaint, please contact me about it and I will address it.
I will acknowledge your complaint in writing within two working days of receiving it and enclose a copy of this Policy. I will ask you to confirm or explain any of the details of your complaint. If it seems appropriate, I may suggest an early meeting at this stage.
I will then start to investigate your complaint and examine your case file. I may also need to ask you for further information.
If appropriate, I will invite you to meet with me to discuss and try to resolve your complaint, which I would hope to do so within 14 days of first receiving your complaint. Within two working days of the meeting, I will write to you to confirm what was agreed or not. If you would prefer not to meet or if we cannot arrange a meeting within an acceptable timescale, I will send you a detailed reply to your complaint, which again I would hope to do so within 14 days of first receiving your complaint.
At this stage, if you are still not satisfied, please let me know. I will then arrange to review my decision, which I would expect to do within 10 days. I will then write to you again within 5 working days to confirm my final decision on the complaint and explain the reasons why.
If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint.
Any complaint to the Legal Ombudsman must usually be made within six months of the date of my final written response on your complaint, but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at firstname.lastname@example.org
The Solicitors Regulation Authority can help if you are concerned about my behaviour, for conduct such as treating you unfairly because of your age, a disability or other characteristic, you can raise your concerns with the Solicitors Regulation Authority at https://www.sra.org.uk/consumers/problems/report-solicitor/