Client Complaints Procedure
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.
Our complaints procedure
If you are our client and have a complaint to make, please contact the Risk & Assurance Department. They can be contacted at: Alexander House, 94 Talbot Road, Manchester M16 0SP or by emailing: firstname.lastname@example.org. They will pass your complaint to the designated complaints responder of the department involved in your complaint.
What will happen next?
If you decide to pursue your complaint
- We will record your complaint in our central register and will investigate the issues that you have raised.
- If appropriate we will then invite you to discuss and hopefully resolve your complaint. This will be done within 14 days of sending you the acknowledgement letter.
- Within 3 business days of the discussion we will write to you to confirm what took place and any actions that we have agreed with you.
- If a discussion is inconvenient for you, or if we cannot arrange this within a suitable timescale, we will write to you setting out our views on the situation and the steps we propose to take to resolve the issues. This response will be sent to you within 28 days of our acknowledgement letter.
- If you are not satisfied with our response, we will arrange for a partner or someone unconnected with the matter at the firm to review the decision.
- We will write to you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If we have to change any of the timescales above, we will let you know and explain why.
If we cannot resolve your complaint
If you are still not satisfied you can contact the Legal Ombudsman:
Telephone: 0300 555 0333
Write: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Any complaint to the Legal Ombudsman about our service must usually be made within six months of receiving a final response to your complaint and 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.
Alternative complaints bodies such as ProMediate – exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We do agree to use ProMediate.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority.