Our Complaints Policy
We are committed to providing a high quality legal service to all of our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details either by email, letter, phone or in person.
Procedure
What will happen next?
- Your complaint will be referred to our Complaints Handling Partner, Elvis Kesic, within 24 hours of receipt.
- We will endeavour to acknowledge receipt of your complaint within three days of receiving it, enclosing a copy of this Procedure. If we are unable to acknowledge receipt within that time, we will do so within a reasonable period of time.
- We will then investigate your complaint. This will normally involve Mr Kesic reviewing your matter and speaking to the member of staff who acted for you.
- We will respond in writing within fourteen days of sending you the acknowledgment letter confirming our final position on your complaint and explaining our reasons. If, for any reason, we are unable to respond within that timeframe, we shall respond within a reasonable period. We may, if necessary, invite you to a meeting to discuss and hopefully resolve your complaint.
- If a meeting is necessary, within three days of the meeting, Mr Kesic will write to you to confirm what took place and any solution that he has agreed with you.
- There may be circumstances in which the Firm may refer the complaint and our response to another Partner for a further review. If the Firm exercises the discretion to make this decision, this will be confirmed in writing. Please note that we are not obliged to refer the matter to another Partner if the final position has been confirmed in previous correspondence.
- If you are still not satisfied, you can contact The Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. From 1 April 2023, any complaint to the Legal Ombudsman must usually be made within one year from the date of the act or omission being complained about or one year from the date when the complainant should have realised that there was cause for complaint. For further information you should contact the Legal Ombudsman on 0300 550333 or at enquiries@legalombudsman.org.uk.
- Please note that the Legal Ombudsman will normally expect you to use our internal complaints procedure before they will investigate.
- Alternative Dispute Resolution:
Alternative complaints bodies such as ProMediate, Brow Farm, Top Road, Frodsham, Cheshire WA6 6SP found at https://www.promediate.co.uk/, exist who are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We do not agree to use ProMediate. In the United Kingdom, we believe that the Legal Ombudsman’s scheme is the most suitable for legal complaints.
If we have to change any of the timescales above for any reason, we will let you know and explain why.
The Solicitors Regulation Authority can help you 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. You can raise your concerns with the Solicitors Regulation Authority.http://www.sra.org.uk/consumers/problems/report-solicitor.page