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 COMMITMENT

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. We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately so that we can do our best to resolve the problem.

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can ask for a copy of our full complaints procedure available by mailing 

This email address is being protected from spambots. You need JavaScript enabled to view it.
Making a complaint will not affect how we handle your case.

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:

• Anyone notifying us, either verbally or in writing, that a complaint is being made;
  Any dissatisfaction expressed concerning the way a matter is being or has been dealt with;
• Issues concerning bills and payments;
• The member of staff judges the matter to be sufficiently serious to warrant recording as a formal complaint;
• The client bypasses the member of staff and takes the complaint directly to any other member of staff or the partner responsible for dealing with complaints.
  

Please note that disputes concerning bills may also be dealt with by applying to the court for assessment under Part Ill 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:

• We will acknowledge your complaint within seven days.
• We will provide a formal response within 14 days.
• We will tell you the name of the person handling the matter.
• The partner responsible for dealing with complaints will be notified.
• The matter will be fully investigated by the case worker or head of department and overseen by the complaints partner or Practice Manager;
• alternatively, certain matters will be referred directly to the complaints handling partner for investigation and response.

If you are unhappy with our decision, we will provide details of who to contact.
All of your files will be updated, giving details of the complaint and the subsequent
outcome.

FURTHER COMPLAINT

• Further issues will be acknowledged within a further seven days.
• A full, formal and substantive response will be provided within 14 days.
• All complaints and any relevant documentation are kept on file for at least three

The Complaints Partner and Practice Manager regularly review all complaints made about the firm, its partners and its 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.

STILL DISSATISFIED?

What to do if we cannot resolve your complaint.

The Legal Ombudsman can help you if we are unable to resolve your complaint
ourselves. They will look at your complaint independently and it will not affect how
we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving a final response to your complaint
  and
• No more than ONE year from the date of the act/omission; or
• No more than ONE year from when you should reasonably have known
  there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact
them.
Contact details

Visit:www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Legal Ombudsman PO Box 6167 Slough SL1 0EH

WHAT TO DO IF YOU ARE UNHAPPY WITH OUR BEHAVIOUR
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors
Regulation Authority at www.sra.org.uk.
YOUR RIGHT TO COMPLAIN ABOUT ONLINE SERVICE
Should you have a complaint regarding the online service that you have received,
you can contact the EU Online Dispute Resolution Service at their
website: http://ec.europa.eu/consumers/odr

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
Email: This email address is being protected from spambots. You need JavaScript enabled to view it. Complaints Partner / Senior Partner

Email: This email address is being protected from spambots. You need JavaScript enabled to view it. Practice Manager