Complaints Handling Policy
Our aim is to provide the highest standards of client care at all times. The majority of our clients never have a cause for complaint and are very pleased with the service we provide.However we are not complacent and would always wish to know if you are unhappy with any aspect of our services.If something goes wrong, we need you to tell us about it.This will help us to improve our standards.We define a complaint as an expression by you of dissatisfaction with the service given or fees charged, which is not remedied to your satisfaction.
If You Have a Complaint
If you are unhappy about any aspect of the service you have received or about the bill, the first step is to speak to the person who has been dealing with your matter.Most issues can be resolved quickly and amicably at this stage.
Alternatively, please contact Mrs. Samina Hussain with the details.She is the Client Care Manager and responsible for dealing with client care issues.You can contact her by post at Robert Barber Solicitors 46 Bridgford RoadWest BridgfordNottinghamNG2 6AP or via email at firstname.lastname@example.org
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint.This will normally involve reviewing your file and speaking to the member of staff who acted for you.If your complaint relates to a matter where the file has been closed we may need to obtain your file from our archive stora 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 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 SRA www.sra.org.uk/consumer/problems/report-solicitor. ge facility, which may take 1-2 days.
3. Mrs. Samina Hussain, our Client Care Manager, will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone else, unconnected with the matter, at the firm to review the decision.
5. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
Under our professional regulations we have eight weeks to consider your complaint. If we have not resolved it within this time you can ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman is an independent ombudsman scheme that resolves complaints about lawyers. It can be contacted at P.O Box 6806 Wolverhampton WV1 9WJ or telephone 0300 555 0333or via email@example.com
The Legal Ombudsman accepts complaints from individuals and small businesses, charities or associations. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint. It will not normally consider complaints that are more than six years old, or where it is three years since the complainant ought to have been aware of the problem.
You also have the right to complain about or challenge the bill by applying for an assessment of the bill under Part III of the Solicitors Act 1974 but please note that the Legal Ombudsman may not consider a complaint about the bill if you have applied to the court for assessment of the bill.
If it is not possible to deal with your complaint in this timeframe we will inform you of the delay and the reasons. However we will do our best to resolve the matter as soon as practicable.
Please be assured there are no charges for the conduct of a complaints investigation.
This may all sound daunting so if you have any questions about our Complaints Procedure please do not hesitate to contact us. Please rest assured we take your concerns seriously and we will seek to resolve any problems as quickly and openly as we can.
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 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 SRA www.sra.org.uk/consumer/problems/report-solicitor.