Complaint Resolution Process – July 2024
We are committed to providing exceptional legal services to our clients. Your feedback is crucial to us, as it helps us enhance our services and address any concerns you may have.
Our comprehensive Three-Tier Complaint Resolution Procedure ensures that your issues are thoroughly investigated and resolved to your satisfaction.
How the Process Works:
Stage 1: Direct Communication
If you have any concerns, please communicate them in writing to the legal professional handling your case (solicitor, paralegal, legal officer, caseworker, advocate, etc.). You can do this via email or letter, with the subject line marked “Complaint.” Clearly state the specifics of your dissatisfaction and the resolution you are seeking.
The legal professional responsible will review your complaint and respond within 14 days. The response time may vary depending on the urgency and complexity of the issue. If additional information is required from you, this might extend the response time, and you will be informed accordingly. After reviewing, they will either uphold your complaint and suggest a resolution, which may include the solution you proposed or an alternative action plan.
Stage 2: Peer Review
If you are not satisfied with the initial response, you can escalate your complaint for a Peer Review. Label the subject line as “Stage 2 Complaint” and send it to your legal professional within 14 days of their decision. Clearly explain why you believe the initial outcome was incorrect.
Your case will then be referred to another lawyer within our firm who has not been involved in your case for an impartial review. They may contact you for further information if needed and will respond to your escalated complaint within 10 days.
Stage 3: Management Escalation
If the peer review does not resolve your concerns, you can escalate the matter further to our firm’s Management, typically involving the Managing Partner. Submit your reasons for dissatisfaction with the peer review decision within 14 days after receiving it.
Management will review your complaint and contact you, typically within six weeks unless specific circumstances extend this period. They aim to deliver a final decision as swiftly as possible and will inform you of the associated timelines.
Additional Considerations
At any stage of the complaint process, we may invite you to a meeting to discuss your concerns in detail to ensure a comprehensive understanding and response.
External Review Options
If our final resolution does not meet your expectations, you have the right to contact the Legal Ombudsman, who can review your complaint if submitted within six months of our final response. Additionally, for certain types of complaints, you may approach the Solicitors Regulation Authority (SRA).
We are dedicated to resolving any issues swiftly and to your satisfaction.