At our organisation, all clients will be given information about what to do if they have a problem with the service provided or any other aspects of the organisation. This is also in keeping with Solicitor Regulation Authority rule 2.
We define a complaint as any reasonable expression of client dissatisfaction or grievance.
Complaints will be identified by the member of staff who first comes in to contact with the complaint or expression of dissatisfaction or grievance however it is expressed. If it is in written form, this is likely to be the person who opens the post or reads the fax; if in electronic form, the person who opens the email and if verbal or via the telephone, the person to whom the client is speaking. The following applies to all complaints received by the organisation:
- They will be recorded in a central file
- They will be acknowledged, and the client notified of when they will receive a substantive response which should be within two weeks of when the complaint was first received
- The complainant will be informed of the person to whom they should take matters if they remain dissatisfied at any stage
- Options for redress and for correcting any underlying problem or unsatisfactory procedures will be provided
Parmjit Singh will be the person with overall responsibility for complaints. As soon as a complaint is received, it will be brought to the attention of Parmjit Singh who will carry out the following steps:
We will endeavour to respond to your complaint within the next two weeks. If you remain dissatisfied at this stage, your complaint will be passed to Mr Parmjit Singh who is the person with overall responsibility for complaints. As soon as a complaint is brought to the attention of Parmjit Singh he will carry out the following steps:
- Identify the cause of the complaint and the reason for the grievance
- Discuss the case and the complaint with the relevant caseworker
- If not already in writing, try to obtain a detailed written version of the complaint from yourself
- Determine if the complaint has merit
- Decide what action needs to be taken to prevent the complaint happening again
- Decide what action needs to be taken to satisfy the complainant
We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman (LO) at PO BOX 6806, Wolverhampton WV1 9WJ or by using the LO complaint form available from their website http://www.legalombudsman.org.uk and email the complaint to the LO firstname.lastname@example.org.
Alternatively, for further information you can contact the Legal Ombudsman on 0300 555 0333. Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).
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.