Our Complaints Policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need our clients to tell us about it. This will help improve our standards. Whenever possible, please raise any initial client care problems with the person acting on your case to give them the opportunity of resolving matters with you. Often, matters can be quickly resolved in this way.
If you are unhappy about any aspect of the service you have received, or about the bill, please contact Neil Connell on 0191 2658817, email firstname.lastname@example.org by post to our office at 232 Shields Road, Byker, Newcastle upon Tyne, NE6 1DU. We have a procedure in place which details how we handle complaints as follows:
1. We will send you a letter acknowledging receipt of your complaint within five days of receiving it, enclosing a copy of this procedure.
2. We will investigate your complaint. This will normally involve passing your complaint to our Client Care Partner, Neil Connell, who will review your matter file and speak to the member of staff who acted for you.
3. Mr Connell will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
4. Within five days of that meeting Mr Connell will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting, or it is not possible, you will be sent a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days of sending you the acknowledgement latter.
6. If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Contact details are as follows:
Address: PO Box 6806, Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint or within 6 years of the act or omission about which you are complaining occurring (or if outside this period, within 3 years of when you should reasonably have been aware of it). We would hope that this does not become necessary and that we can resolve matters between ourselves. If this is not the case however, I would be happy to provide you with the necessary information to make such a complaint.
If we have to change any of the above timescales we will let you know and explain why.
The complaints procedure also includes complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; and that if all, or part, of a bill remains unpaid, the firm may be entitled to charge interest.
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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority