1. Our Complaints Policy
We are committed to providing a high-quality legal service to all 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 Alison Brennan, Partner, who is responsible for dealing with client care issues. You can contact her by post at Archway House, Station Road, Chester CH1 3DR or via email at firstname.lastname@example.org.
2. What Will Happen Next?
(a) We will send you a letter or email acknowledging receipt of your complaint usually within three working days of us receiving it, enclosing a copy of this procedure. If your complaint relates to a matter where the file has been closed, we may need to obtain your file from our external archive storage facility which can take an additional two working days.
(b) We will then investigate your complaint. This will normally involve reviewing your matter file and speaking to the member of staff who acted for you.
(c) Alison Brennan will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, usually within 15 working days of sending you the acknowledgement letter or, if later, within 15 working days of receiving your full complaint.
(d) At this stage, if you are still not satisfied, you should contact us again and we will arrange for a Partner who has not had any dealings with your matter to review the initial decision. We would ask that you raise any concerns within 15 working days of receiving our full response.
(e) We will write to you within 10 working days of receiving your request for a review, or, if later, from receiving any further submissions you make, confirming our final position on your complaint and explaining our reasons.
(f) If you are still not satisfied, you can then contact the Legal Ombudsman at the Office for Legal Complaints on 0300 555 0333 or by writing to PO Box 6806, Wolverhampton WV1 9WJ. Email: email@example.com
The Legal Ombudsman will not normally deal with complaints unless our complaints procedure has been exhausted and it allows us to do this within eight weeks. The Legal Ombudsman asks that you contact his office within six months of your last contact with this firm, or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). Please note that the Legal Ombudsman will not handle complaints from large businesses (see the Legal Ombudsman website – www.legalombudsman.org.uk
Alternatively, you may contact an authorised Alternative Dispute Resolution (ADR) provider. We agree to use ProMediate should you so wish. ProMediate can be contacted on 01928 732 455, by e-mailing firstname.lastname@example.org or by completing the online contact page on their website http://www.promediate.co.uk/.
3. Objecting To Our Bill(s)
You may have the right to object to our bill by applying to the Court for an assessment of the bill under Part III of the Solicitors Act 1974.
4. Non-Payment Of Our Bill(s)
You should be aware that the firm may be entitled to charge interest if all or part of our bill(s) remain unpaid.
If we have to change any of the timescales above, we will let you know and explain why.