We strive to provide 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 most cases, an informal chat with the solicitor responsible for your matter will resolve your concerns.
If it does not, you can formalise your complaint or speak to someone other than the solicitor responsible for your matter.
Client Complaint Process
The following information summarises how we handle complaints relating to activities that are regulated by the Solicitors Regulation Authority (‘SRA’) and other legal services falling within the remit of the Legal Ombudsman.
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 us with the details. We have 5 days to acknowledge your compliant and eight weeks to consider and respond to your complaint. If we have not resolved, it within this time you may complain to the Legal Ombudsman.
Who should a complaint be addressed to?
We ask that in the first instance you address your complaint to the director/Solicitor at Your Local Family Solicitors Ltd who handles your affairs. Should you prefer to, you can alternatively address:
Garfield Wallett (Complaints manager) Your Local Family Solicitors Ltd, Sandford Court, 21 Sandford Street Lichfield Staffs WS13 6QA (Email:firstname.lastname@example.org)
Investigation of complaints
Where a complaint is received, we will investigate it. We aim to deal with complaints promptly, fairly, openly and effectively to determine whether it should be upheld and, if so, what remedial action or redress may be appropriate. We shall seek to resolve complaints at the earliest opportunity with the aim of doing so within 8 weeks of receipt.
Timescale for initially responding to complaints
We will acknowledge your complaint promptly (generally within 5 business days) in writing and will include written details of our complaints handling procedures. Where we are able to provide a final response immediately, the acknowledgement may be combined with the final response. You will be kept informed of the progress of the investigation.
Final or other response within 8 weeks
Within 8 weeks of receipt of a complaint, we will either send:
(i) a final response which upholds the complaint and, where appropriate, offers redress or rejects the complaint and gives reasons for doing so; or
(ii) a response explaining that we are not in a position to make a final response, giving reasons for the delay and indicating when we expect to be able to provide a final response.
Our response detailed above will inform you that, if you are still not satisfied, you may be entitled to refer the matter to the Legal Ombudsman and will provide full contact details for the Legal Ombudsman and a warning that the complaint must be referred to the Legal Ombudsman within 6 months of the date of our written response:
The Solicitors Regulation Authority.
The Solicitors Regulation Authority can help you 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. You can raise your concerns with the Solicitors Regulation Authority by contacting the the following:
199 Wharfside Street
DX 720293 BIRMINGHAM 47
0370 606 2555
What to do if we cannot resolve your complaint
We strive to provide the best service we can however if we cannot resolve your complaint you may contact the Legal Ombudsman. The Legal Ombudsman will look at your complaint independently to assess your concerns, it will not however 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, and we are not able to resolve your complaint then you can take your complaint to the Legal Ombudsman:
Within six months of receiving a final response to your complaint
No more than six years from the date of act/omission; or
No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them on the contact details below.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ