COMPLAINTS PROCEDURE

We aim to deal with any complaints promptly, fairly, openly and effectively.

We define a complaint as any written or verbal expression of dissatisfaction made by you. A complaint may be identified in a letter, telephone call, e-mail or in the course of a face-to-face conversation.  

A complaint may involve:

  • dissatisfaction with the handling of a case;
  • disappointment with an alleged lack of communication;
  • frustration with an alleged lack of case progress;
  • an allegation of discrimination;
  • dissatisfaction with the outcome of the case.

However, issues of a very minor nature – for example, not returning a non-urgent telephone call until the following day – are not recorded or dealt with as a complaint.

Your complaint would be dealt with by the Complaints Officer: partner Anthony Mulrenan.

Any complaints involving Mr Mulrenan will be referred to another partner. He will investigate the complaint and determine what degree of validity the complaint has; and decide how the complaint should be resolved including, if appropriate, suitable redress.

If you make a complaint, we send a letter which sets out the firm’s complaints handling procedure, outlining the relevant stages and timescale. These are as follows:

  • acknowledge receipt of complaint within 7 days;
  • complete investigation within 7 days;
  • communicate findings within 14 days of acknowledgement letter.

If, for any reason, this timescale cannot be met, we will write to you notifying you of this and the reasons.

If you are not satisfied with the outcome of the investigation, it can be reviewed by a partner who is, as far as possible, unconnected with the matter. If a review is requested, our final position will be communicated to you within 14 days of the request for review.

Legal Ombudsman

If you are not happy with the outcome of your complaint, you can complain to the Legal Ombudsman whose contact details are as follows:

Telephone 0300 555 0333;

Email enquiries@legalombudsman.org.uk;

Address PO Box 6806,

Wolverhampton, WV1 9WJ.

The time-frame for doing so is within 6 months of our final response and not more than 1 year from date of the act/omission complained of or from date when you should reasonably have known there was cause for complaint.

The Solicitors Regulation Authority (SRA)

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.