1. We are committed to providing a high-quality legal service.
2. We acknowledge that we may not always get it right, so if something has gone wrong, including in relation to our charges, we need you to tell us. This will help us to improve our standards of service.
3. How do I make a complaint?
3.1 You can contact us in writing (by letter or email) or by telephone.
3.2 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 do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the engagement letter we sent you at the beginning of your matter.
3.3 If you do not feel able to raise your concerns with either of these people, or you are unsatisfied with their response, please contact Georgina Parkin who has overall responsibility for complaints and whose contact details are: 14 Victoria Avenue, Harrogate HG1 1ED; email@example.com and 01423 788 538.
3.4 To help us to understand your complaint, and in order that we do not miss anything, please tell us:
3.4.1 your full name and contact details;
3.4.2 what you think we have got wrong;
3.4.3 how you would like your complaint to be resolved;
3.4.4 your file reference number (if you have it).
3.5 If you require any help in making your complaint we will try to help you.
4. How will you deal with my complaint?
4.1 We will write to you within three working days acknowledging your complaint, enclosing a copy of this policy.
4.2 We will investigate your complaint. This will usually involve:
4.2.1 reviewing your complaint;
4.2.2 reviewing your file(s) and other relevant documents; and
4.2.3 liaising with the person who dealt with your matter.
4.3 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
4.4 We will update you on the progress of your complaint at appropriate times.
4.5 We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you by telephone or video conference.
4.6 We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgment.
5. What to do if we cannot resolve your complaint
5.1 We have eight weeks to consider your complaint. If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.
5.2 The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. The Legal Ombudsman may extend time limits to the extent it considers fair if an ombudsman considers it is fair and reasonable in all the circumstances.
5.3 Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.
5.4 If you would like more information about the Legal Ombudsman, please contact them.
Telephone: 0300 555 0333
Minicom: 0300 555 1777
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
6. What to do if you are unhappy with our behaviour
6.1 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.
6.2 Visit its website at sra.org to see how you can raise your concerns with the SRA.
7. What will it cost?
7.1 We will not charge you for handling your complaint.
7.2 Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our Terms of Business.
7.3 The Legal Ombudsman service is free of charge