Complaints procedure

At the outset of the case we will confirm the name of the solicitor responsible for conducting your case. They are the person to contact initially if you have a complaint. A complaint includes any expression of dissatisfaction.

The solicitor will first consider your complaint, whether it is justified or not, and what the consequences could be. If the complaint seems minor or unjustified then they will try first to resolve it with you. A formal record will be kept even if you are satisfied, so that we can use it to try to improve in future. They will make a first contact with you about your complaint within 5 working days. They may seek advice from our complaints handler about appropriate redress.

If the complaint is not resolved in this way, then a referral is made to the firms Complaints Handler. This is Sarah Brady. She will be given a formal notice or the complaint. If she is unavailable for an extended period then Sam Lamsdale can deal with complaints in her absence, reporting to her on his return. If the complaint is about Sarah Brady then Sam Lamsdale will be the complaint handler.

The Complaint Handler will contact you in writing within 3 working days of a complaint being referred to her, confirming the process and either giving a detailed response or a timescale for any further investigation before a full response can be given. In the latter case we aim to conclude the investigation and respond in full within 14 days of the referral. The Complaints Handler carries out any appropriate investigation to determine the cause of the problem.

Where the Complaints Handler considers the complaint to be justified the client is offered appropriate redress which may take one or more of the following forms :-

1. Providing an explanation.
2. Offering an apology and assurance for the future.
3. Offering to transfer the matter to another fee earner.
4. Informing you of any appropriate action taken as a result of the complaint.
5. Reducing the bill in whole or in part (in private cases)
6. Notifying you of your right to complain to the Legal Ombudsman and the time limits for doing so
7. Notifying you of the availability of Alternative Dispute Resolution
8. In the case of alleged or possible negligence by the firm to inform you of the availability of consulting another solicitor.

During the course of or at the end of the formal complaints procedure the Complaints Handler decides whether to initiate a review of the firm’s procedures, staff training, or staff discipline. We would always try to use any complaint as a wake up call to improve our service for the future. The complaint handler will review our register of complaints at least annually. We hope there are none, but if there are then she will look for any indications of a need for training, better procedures, or staff discipline, and circulate her changes to the rest of the firm