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Complaints Procedure

Our Complaints Handling Policy

We are committed to providing a high quality legal service to all our clients.  When something goes wrong we need you to tell us about it.  This will help us to improve our standards.  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.

Our Complaints Procedure

If you would like to make a formal complaint, then please write to Mr David Evans, our Client Care Partner with details.

What will happen next?

  1. We will send you a letter acknowledging your complaint and asking you to explain the details if you have not done so already. We will also let you know the name of the person who will be dealing with your complaint. This may be Mr Evans, or alternatively the head of the relevant department within which the service was provided.   We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it enclosing a copy of this procedure.
  2. We will record your complaint in our central register. We will do this within 2 working days of receiving your complaint.
  3. We will then start to investigate your complaint. This will normally involve the following steps:-
    3.1 Mr Evans, or the head of the relevant department within which the service was provided, will ask the member of staff who acted for you to reply to him/her about your complaint within 5 working days.
    3.2 The reply from the member of staff will then be considered together with the information in your complaint file. If necessary, there may need to be a meeting with the member of staff or more information may be requested.  This will take up to 5 working days from receiving their reply and the file.
  4. Mr Evans or the head of the relevant department will then consider and hopefully resolve your complaint. If he/she thinks it appropriate he/she will invite you to meet him/her to discuss your complaint.
  5. Alternatively, Mr Evans or the head of the relevant department will send you a detailed reply to your complaint. This may include suggestions for resolving the matter, or merely detail the findings of our internal investigations.  He/she will do this within 5 working days of completing his investigation. That letter may invite you to attend a meeting to discuss matters.
  6. If a meeting does take place, Mr Evans or the head of the relevant department will write to you to confirm what took place and any solutions agreed with you.
  7. At this stage, if you are still not satisfied you can write to us again. We will then arrange for Mr Evans or another Partner of the Firm to review our decision within 10 working days of our receiving your further letter.
  8. We will let you know the result of the review within 5 working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
  9. If you are still not satisfied, you can contact:

Legal Ombudsman,
PO Box 6806
Wolverhampton
WV1 9WJ

about your complaint. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.

Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on 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). There is a financial limit on the amount of compensation the Ombudsman can award. With effect from 30th April 2014 the limit is £50,000, but the power to disallow costs is unlimited.

For further information, you should contact the Legal Ombudsman on 0300 555 0333 (9.00am to 5.00pm) or at enquiries@legalombudsman.org.uk. For more information about the Legal Ombudsman and to find out whether you are eligible to refer your complaint to the Legal Ombudsman, please refer to their website at www.legalombudsman.org.uk.

  1. If Mr Evans asks the head of the relevant department to investigate your complaint and you are not satisfied with this, you should write immediately to Mr Evans and advise him.
  2. If we have to change any of the timescales above we will let you know and explain why.
  3. The Solicitors Regulation Authority can help you 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.

Enoch Evans LLP

November 2018