COMPLAINTS HANDLING PROCEDURE
We treat all complaints about our services extremely seriously and value feedback from those who deal with us so that we can continue to improve and meet our clients' expectations.
Our aim is to provide the very highest level of service to our clients at all times. As such we are committed to dealing with all complaints about the services we provide fully and fairly. We welcome your feedback as it helps us identify areas for improvement, ensuring our commitment to quality is not compromised. All our staff are trained in how to deal with complaints and are provided with regular guidance in how to follow the relevant procedures. This ensures all complaints are dealt with efficiently, ensuring consistency and compliance at all times.
WHAT CONSTITUTES A COMPLAINT?
Any expression of dissatisfaction in any form from any source is identified as a possible complaint. All members of staff are trained to deal with any expressions of dissatisfaction and it is their job to take a view (in accordance with our guidelines) about whether a matter should be recorded as a formal complaint. All formal complaints are dealt with in accordance with our complaints procedure.
Instances of formal complaints could include:
Please note that disputes concerning bills may also be dealt with by applying to the court for assessment under Part III of the Solicitors Act 1974.
THE PROCEDURE - MAKING AN INITIAL COMPLAINT
Complaints should be raised with the person dealing with the matter or, if you prefer, with the partner responsible for dealing with complaints or The Practice Manager (contact details below).
Following notification of a formal complaint:
The Complaints Partner and Practice Manager regularly review all complaints made about the firm, its partners and staff. These findings are useful when examining the underlying operational procedures of the firm and can, if deemed appropriate, lead to changes in policies and procedures.
Once the period of eight weeks has elapsed from the first notification of a complaint, or if we have failed to deal with your complaint in a satisfactory manner you have the right to contact The Legal Ombudsman – details below
If you remain dissatisfied with the handling of your complaint, further information can be obtained from the Legal Ombudsman, P.O. Box 15870, Birmingham B30 9EB.
Any referral to the Legal Ombudsman should be within one year from the act or omission occurring or within six months from receiving our written response to the complaint made.
HOW TO CONTACT US
If you have any questions or comments, wish to complain, or simply need more information, please contact our Complaints Partner or Practice Manager
Tel Kingswood: 0117 9671772 | Yate: 01454 319100
VAT Registration Number GB137 6683 39
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