Our procedure is as follows:
If you have not already done so, please make us aware of the full nature of the problem.
We will record the nature of the problem, and, a letter acknowledging your complaint will be sent within five working days. In this letter, we shall confirm what will happen next.
We shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned and provide you a response to your complaint within 28 days. If, for some reason, the matter cannot be investigated in this timeframe, then a letter will be sent to you notifying you of this together with the reason and a revised timescale. Once the investigation has been completed, we shall determine if it is necessary to discuss the issue(s) that have you raised as a possible means to resolve the complaint through a meeting. The offer of a meeting will take place once a response has been sent to your complaint letter. We shall write to you within 7 working days of the meeting to confirm our discussion and the solution agreed upon.
If you do not wish to discuss your complaint, we shall send you a detailed reply in writing, including a solution, within 28 days of sending you the acknowledgement letter.
If you are satisfied with our response in either Step 3 or 4 above, the matter will be closed. However, If you consider the complaint to be unresolved, you should contact the firm again and we will arrange for [another Director] [a member of staff who is unconnected with the matter] [another local solicitor] to review our decision. He/She will write to you within 28 days of receiving your request with confirmation of the firm’s final position in relation to your complaint, outlining the reasons and any final redress that is offered.
If you remain unsatisfied, and for whatever reason, we are unable to resolve the problem to your satisfaction, you have a right to make a complaint to the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ Tel – 0300 555 0333 or +44 121 245 3050 (if calling from abroad), Website – www.legalombudsman.org.uk E-mail – firstname.lastname@example.org. You have a right to complain to the Legal Ombudsman after you have exhausted the firm’s internal complaints procedure and within six months of receiving a final written response from us about your complaint