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. 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 why and a revised timescale. Once the investigation has been completed, we shall invite you to a meeting to discuss the issue(s) you raise and hopefully resolve the complaint. This meeting will take place within 14 days of sending you the acknowledgement letter. We shall write to you within 3 working days of the meeting to confirm our discussion and the solution agreed upon.
If you do not want to or are unable to attend a meeting, we shall send you a detailed reply in writing, including a solution, within 14 working days of sending you the acknowledgement letter.
If you are satisfied with my 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 my decision. He/She will write to you within 14 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 – https://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.