SPRINGHOUSE SOLICITORS LTD.
COMPLAINTS HANDLING|
POLICY/PROCEDURE

Our complaints policy

We are committed to providing a high quality service to all clients of the practice. This includes a commitment to putting things right when they go wrong. This policy explains how we will deal with any complaint that is referred to us. Your complaint might concern the way in which you have been dealt with, the quality of advice you have received or the amount of any invoice that you have received.

Our complaints procedure

If you have a complaint, please let the Director, Ben Power, know, whether by post to this office or by e-mail. It would be helpful if you could let us know your concerns in writing, but if you would prefer not to, or if you would find it difficult to do so, please telephone Ben Power instead on 08448 480 480. Where your complaint is about an individual in the practice, we will seek to ensure that it is dealt with by an independent person, where this is possible.

To explain to you how long this process might take we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.

What will happen next?

  1. On receipt of your complaint we will send you a letter acknowledging your complaint and might invite you to a meeting to discuss your concerns. We will open a file for your complaint in our system and will examine the file for the work that this practice has been doing for you. We would look to acknowledge your complaint within 5 days of receiving it and will complete our initial examination within 21 days.
  2. We might then invite you to a meeting or write to you to ask for further information. Alternatively we might write to you setting out our views on the situation and proposing any redress that would seem to be appropriate. We will aim to write to you with our views and any suggestions within 7 days of completing our investigations.
  3. Where we feel that we have failed in our standards we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
  4. If, by this stage, you are still not satisfied, please let the Director know. It would be helpful if you could do so within the next 21 days, but there is no obligation on you to do so. We will then arrange to review our initial decision in the light of any comments that you make. We would generally aim to do this within 21 days of hearing from you.
  5. We will let you know the result of the review within 7 days of the end of the review and will do so by writing to you to confirm our final position on your complaint and explaining our reasons.
  6. Where complaints procedure has been exhausted and you are still dissatisfied you should let us know, otherwise we will assume that you do not wish to progress matters further with us. If you express dissatisfaction at this stage, we will write to you to confirm that we have not been able to settle your complaint and will provide you with the name and website address of an alternative dispute resolution (ADR) approved body which would be competent to deal with the complaint; and an indication of whether we agree to use the scheme operated by that body.
  7. You may also, if you wish, approach the Legal Ombudsman who provides a service examining complaints against lawyers, including solicitors’ firms. He will usually expect firms to have concluded their examination of complaints within eight weeks their being notified of them and will usually expect to have complaints referred to him within six months of the end of our complaints handling process as set out above. The services provided by the Legal Ombudsman are limited to individuals and smaller organisations – for more details of his service see his website and the terms of business provided to you when you first instructed us. The full details of how to contact this office are as follows:

    Telephone: 0300 555 0333
    Minicom: 0300 555 1777
    E-mail: enquiries@legalombudsman.org.uk
    Website: www.legalombudsman.org.uk
    Address: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

  8. You should note that you should note that the Legal Ombudsman will not be able to accept your complaint if:
  • more than six years have elapsed from the date of the alleged act or omission giving rise to your complaint
  • more than three years have elapsed since the time that you should have known about your entitlement to make a complaint if later than above or
  • the date of the alleged act or omission giving rise to the complaint was before the 6th October 2010

Thank you for bringing your concerns to our attention. We will do our best to address any dissatisfaction that you have experienced in using the services of this practice. Our primary objective is to put things right.