Complaints Procedure
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, f you have a complaint, please contact [email protected] and your complaint will be dealt with by the firm’s Compliance Department. You can also contact the Compliance Department by post at Compliance Department, Represent Law Ltd, The Jinney Ring, Walford Back Lane, Standon, Staffordshire, ST21 6RH or by telephone on 0203 3014985. If we have to change any of the timescales set out below, we will let you know and explain why.
What will happen next?
1. We will send you a letter acknowledging your complaint within five working days of receiving it. If it seems appropriate, we may ask you to clarify or explain any details, and/or suggest a meeting at this stage.
2. We will then investigate your complaint, examining the relevant file and speaking with members of staff as appropriate.
3. If appropriate, we will then invite you to meet or to speak with one of the Compliance Team over the telephone to discuss and, we hope, resolve your complaint. We should be in a position to do this no longer than fourteen days after first receiving your complaint.
4. Following that discussion we will write to you to confirm what took place and any suggestions we have made or solutions that have been agreed with you.
5. If you would prefer not to meet or speak over the telephone, or if it is not practical or appropriate, or if we cannot arrange it within an acceptable timescale, we will write fully to you setting out our views on the situation and any suggestions we may have to resolve it. We should be in a position to do this within eight weeks of receiving your complaint.
6. At this stage, if you are still not satisfied, please contact us again to explain why you remain unhappy with our response and we will consider your comments. Depending on the matter we may at this stage arrange for another director to review the decision.
7. We will write to you again within fourteen days of receiving your request for a review setting out our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can then contact the Legal Ombudsman by post at PO Box 6806, Wolverhampton WV1 9WJ, by telephone on 0300 555 0333, or by e-mail to [email protected]. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. Further information and guidance is available on the Legal Ombudsman's website at www.legalombudsman.org.uk.
Making a complaint will not affect how we handle your case and you will not be charged for time spent handling your complaint.
What to do if we cannot resolve your complaint
The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. They will look at complaints independently and accessing the Ombudsman will not affect how we handle your case. Most ‘consumer’ clients (as oppose to large businesses) will be able to make use of the Ombudsman scheme however there are restrictions for some larger clients. 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:
If you would like more information about the Legal Ombudsman, please contact them:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Please note that the Ombudsman are there to deal with concerns about the level of service received. Where there are more serious concerns that a solicitor or solicitor’s firm have been involved in professional misconduct then reports can also be made to the Solicitors Regulation Authority, the regulator of solicitors and solicitor firms. This could be for quite unusual and serious acts of misconduct such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Obviously we do not anticipate any such problems arising and would ask that you notify the matter supervisor straight away if you have any such concerns. You can find out more about the Solicitors Regulation Authority including their contact details and professional conduct rules on their website: www.sra.org.uk.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, f you have a complaint, please contact [email protected] and your complaint will be dealt with by the firm’s Compliance Department. You can also contact the Compliance Department by post at Compliance Department, Represent Law Ltd, The Jinney Ring, Walford Back Lane, Standon, Staffordshire, ST21 6RH or by telephone on 0203 3014985. If we have to change any of the timescales set out below, we will let you know and explain why.
What will happen next?
1. We will send you a letter acknowledging your complaint within five working days of receiving it. If it seems appropriate, we may ask you to clarify or explain any details, and/or suggest a meeting at this stage.
2. We will then investigate your complaint, examining the relevant file and speaking with members of staff as appropriate.
3. If appropriate, we will then invite you to meet or to speak with one of the Compliance Team over the telephone to discuss and, we hope, resolve your complaint. We should be in a position to do this no longer than fourteen days after first receiving your complaint.
4. Following that discussion we will write to you to confirm what took place and any suggestions we have made or solutions that have been agreed with you.
5. If you would prefer not to meet or speak over the telephone, or if it is not practical or appropriate, or if we cannot arrange it within an acceptable timescale, we will write fully to you setting out our views on the situation and any suggestions we may have to resolve it. We should be in a position to do this within eight weeks of receiving your complaint.
6. At this stage, if you are still not satisfied, please contact us again to explain why you remain unhappy with our response and we will consider your comments. Depending on the matter we may at this stage arrange for another director to review the decision.
7. We will write to you again within fourteen days of receiving your request for a review setting out our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can then contact the Legal Ombudsman by post at PO Box 6806, Wolverhampton WV1 9WJ, by telephone on 0300 555 0333, or by e-mail to [email protected]. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. Further information and guidance is available on the Legal Ombudsman's website at www.legalombudsman.org.uk.
Making a complaint will not affect how we handle your case and you will not be charged for time spent handling your complaint.
What to do if we cannot resolve your complaint
The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. They will look at complaints independently and accessing the Ombudsman will not affect how we handle your case. Most ‘consumer’ clients (as oppose to large businesses) will be able to make use of the Ombudsman scheme however there are restrictions for some larger clients. 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:
- 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.
If you would like more information about the Legal Ombudsman, please contact them:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Please note that the Ombudsman are there to deal with concerns about the level of service received. Where there are more serious concerns that a solicitor or solicitor’s firm have been involved in professional misconduct then reports can also be made to the Solicitors Regulation Authority, the regulator of solicitors and solicitor firms. This could be for quite unusual and serious acts of misconduct such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Obviously we do not anticipate any such problems arising and would ask that you notify the matter supervisor straight away if you have any such concerns. You can find out more about the Solicitors Regulation Authority including their contact details and professional conduct rules on their website: www.sra.org.uk.