REVIEWED SEP 2024
We strive to provide complete client satisfaction, although this may not always be possible. We always encourage client feedback so that we can improve, or indeed tailor, our service provision. We always seek our client’s suggestions on how we can improve and this invitation is set out in our initial letter and attendance notes.
The requirements of client care are set out in the SRA Code of Conduct in Chapter 1. This sets out the requirements of a practice to correctly handle a client complaint. The website and hyperlink are https://www.sra.org.uk/solicitors/standards-regulations/code-conduct-firms/. If you require any information regarding client care rules, please ask the Principal (Mr James Lancaster) who will endeavour to provide you with, or signpost you to, any information without charge.
IF YOU ARE DISSATISFIED
If you are unhappy with our services, please let us know, and we will do what we can to remedy your concerns. If we are unable to do so our complaints procedure is as follows:-
- Raise your concern with our Principal (Mr James Lancaster) in writing, by email or by telephone. Alternatively, Mr Lancaster is happy to meet in you person. We ask that you provide the details and / or reasons of your complaint or concerns. The Principal (Mr James Lancaster) will confirm any findings or proposals in writing.
- If your concerns have not been resolved within 14 days. We ask you to provide the Principal (Mr James Lancaster) with a letter or email, setting out:-
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- Your complaint;
- Why the suggested remedy is not accepted;
- What remedy you require.
We ask that this letter is provide in 7 days so that we can act as quickly as possible to resolve the matter.
Your concern will be registered in our Central Register in any event. -
- The Principal will investigate your complaint by reviewing the file, thoroughly investigate the issues, review all communications and may return to you with a request for additional within 14 days.
- Once the Investigation has concluded the Principal will contact you with a view to resolve your matter on the telephone, by letter or email. We will then provide you with a FINAL RESPONSE LETTER.
- We seek to finalise the process within 12 weeks of your initial contact in point 1 above.
If you remain unhappy at the end of the process you have the option of contacting the Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. A link to the Legal Ombudsman guide to complaints is:
https://www.legalombudsman.org.uk/how-to-complain/?source=817075da-41b2-4f10-a1ac-44ef39407720 - A complaint to the Ombudsman MUST be filed with the Legal Ombudsman within strict time limits which are:
- 1 year from the date of the act, or omission, complained of; OR
- 1 year from date that you should have been aware of a cause for complaint.
- In all cases within 6 months of receiving our final response letter.
SRA COMPLAINTS
If your complaint relates to the conduct of a solicitor you may complain to the Solicitor’s Regulation Authority. The link is https://www.sra.org.uk/consumers/problems/
COMPLAINT REVIEW
The complaints register is reviewed every year and any patterns arising from past complaints are examined. Resolved complaints over 6 years are destroyed.
Such a review findings will feed into our office procedures, training and service provision.