Our Complaints Policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need our clients to tell us about it. This will help improve our standards. Whenever possible, please raise any initial client care problems with the person acting on your case to give them the opportunity of resolving matters with you. Often, matters can be quickly resolved in this way.
If you are unhappy about any aspect of the service you have received or about the bill, please contact Mr Nurse, our Client Care Partner by telephone on 0113 243 2288 or by post to our office at 7 South Parade, Leeds LS1 5QE or by email to [email protected] Mr Nurse will pass your complaint to the partner in charge of the department involved in your complaint.
a. We will send you a letter acknowledging your complaint within five working days enclosing a copy of this procedure and ask you to confirm or explain any details.
b. We will then record your complaint in our central register and open a file for your complaint.
c. We will then start to investigate your complaint.Our investigation may take up to one working week depending on the complexity of the complaint and the availability of key personnel. We will inform you if it will take longer. This may involve one or more of the following steps:
i. We will discuss your complaint with the member of staff who acted for you. We will ask them, where appropriate, to respond to the complaint.
ii. We will examine their reply and the information contained in your file.
d. We may invite you to meet Mr Nurse to discuss, and hopefully resolve, your complaint.
e. If you do not want a meeting, or it is not possible, we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. This will happen within five days of us completing our investigation.
f. At this stage, if you are still not satisfied, you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways:
I. We will arrange for someone in the firm who has not been involved in your complaint to review it. They will do this within ten days.
II. Mr Nurse, our Client Care Partner, will review your complaint within ten days
7. Following the review, we will write to you confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Contact details are as follows:
PO Box 6806
0300 555 0333
Normally you will need to bring a complaint to the Legal Ombudsman within the following timescales:
a) Six years from the date of the act or omission about which you are complaining occurring, or
b) Three years from the date you should reasonably have known there were grounds for complaint (if the act/omission took place before 6th October 2010 or was more than six years ago), and
c) Within six months of receiving a final written response from us about your complaint.
In relation to a) and b) the act/omission, or when the complainant should reasonably known there was cause for complaint must have been after 5th October 2010.
We would hope that this does not become necessary and that we can resolve matters between ourselves. If this is not the case however, we would be happy to provide you with the necessary information to make such a complaint.
If we have to change any of the above timescales we will let you know and explain why.
Alternative complaints bodies (such as ProMediate and Small Claims Mediation) exist which are competent to deal with complaints about legal services should both you and our firm consent to use such a scheme. In the event that you wish to use an alternative complaint body you should advise us and we will then state if we agree.
The complaints procedure also includes complaints arising concerning our bill. There may also be a right to object to the billby applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; The Legal Ombudsman may not consider a complaint about a bill if you have applied to the Court for assessment of that bill.