How do I complain?
Step 1 – The first step is to either write or speak to the person who is dealing with your matter, or your relationship/ client partner (whose details will be found in your engagement letter).
Step 2 – If you are not satisfied with our response at Step 1, or, if you do not wish to refer your complaint to your relationship/client partner, then you should email our Head of Risk and Best Practice, Nicki Shepherd. You can contact Nicki by email at firstname.lastname@example.org.
Investigating your complaint
- We shall acknowledge your complaint within 2 working days
- Our aim is to respond in full within 21 days, if we cannot give you a full response within that time we will let you know how long it will take. A thorough investigation will be conducted into the issues raised - an independent review will be carried out of the file and the associated circumstances
- We will contact you if we require further information
- We may suggest a meeting to discuss your complaint
- Sometimes it may be appropriate for Nicki to arrange for another one of our partners to consider and respond to your complaint. She will let you know if this is the case
- We will respond to you in writing to set out our findings and where necessary, details of how we propose to resolve your complaint
- Our overall aim is to resolve all complaints in an 8 week period, hopefully to your satisfaction. If the complaint is not resolved within this timeframe, then you may have recourse to the Legal Ombudsman.
The Legal Ombudsman (LeO) deals with service complaints from members of the public and very small businesses, charities, clubs and trusts. The LeO generally requires that a firm’s complaints procedure has been exhausted before it will consider a complaint. If the LeO is satisfied that a firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further.
Any complaint to the LeO must usually be made within six months of the end of our complaints process and within six years from the date of the alleged act or omission, or three years from when you should reasonably have known there was a cause for complaint. Please contact the LeO for more information on the time scales for making a complaint.
The Legal Ombudsman's address is: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ; telephone 0300 5550333; email email@example.com or view their website at www.legalombudsman.org.uk
Complaints by non-clients
If you are not a client, we will only be able to deal with your complaint if you are alleging that we have breached the principles or outcomes provided for in the SRA Handbook. Please email details to firstname.lastname@example.org. Your complaint will be acknowledged in writing within three working days and we will try to ensure that you receive a response within 21 days of us sending you our acknowledgment.