In the first instance, please contact Clare Mayell with the details of your complaint. The email to contact her is email@example.com.
What will happen next?
Step 1- Mrs Mayell will telephone and/or write to you acknowledging receipt of your complaint within 3 days of receiving it.
Step 2 - We will then investigate your complaint. This will involve your complaint being reviewed in full by Mrs Mayell.
Step 3 - Within five working days, we will be in contact with you by telephone and/or in writing to set out this firm’s preliminary position in relation to your complaint, and address any appropriate solutions.
Step 4 - If the matter is not yet resolved, we will send you within 14 days a detailed written reply to your complaint (on the assumption there is more detail to give over and above step 3 above) including suggestions for resolving the matter, and including inviting you to a meeting if preferable.
Step 5 - At this stage, if you are still not satisfied, you should contact us again and we will arrange for a review of the decision.
Step 6 - 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 reason
In the unlikely event that we cannot resolve your complaint, you may wish to raise your matter with the Legal Ombudsman. You have six months, (subject to some qualifications,) from the date of our final response in which to complain to the Legal Ombudsman. The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not 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, then you must take your complaint to the Legal Ombudsman and their contact details are:
PO Box 6806
Telephone: 0300 555 0333
9am to 5pm Monday to Friday
The Legal Ombudsman operates the following time limits:
- 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.
In the highly unlikely event that you need to make a complaint, and your complaint is not about our service, but is about our conduct, the SRA (Solicitors Regulation Authority) deals with conduct issues rather than the Legal Ombudsman which deals with service issues. You can visit the SRA’s website, (https://www.sra.org.uk/home/contact-us/), and complete an online form, or the contact details are:
Solicitors Regulation Authority,
199 Wharfside Street,
Telephone: 0370 606 2555