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
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 emailing
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
• 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
• If you are unhappy with our decision, we will provide details of who to contact.
e All of your files will be updated, giving details of the complaint and the subsequent
• 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.
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
• 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
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6167 Slough SL1 0EH
What to do if you are unhappy with our behavior
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
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
For advice and information contact us at
Tel Kingswood: 0117 9671772 | Yate: 01454 319100
VAT Registration Number GB137 6683 39
Batchelor Sharp is authorised and regulated by the Solicitors Regulation Authority. SRA Number 46711
Batchelor Sharp give no guarantees as to the accuracy of any information contained in this website and we take no responsibility for any endorsed or linked websites therein. We also exclude liability for any third party hacking made as a result of using this website as well as any article or print contained on this site which could constitute legal advice.