Our Complaints 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.
Our Complaints Procedure
If you have a complaint, please contact the member of the firm who dealt with your matter. If you still have queries or concerns, please contact Ian Horner, our client care partner. You can contact him at: Wadsworth House, Laneham Street, Scunthorpe, North Lincolnshire DN15 6PB. 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 and asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.
2. We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.
3. If appropriate we will then invite you to meet Ian Horner to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 14 days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, Ian Horner will write fully to you setting out his views on the situation and any redress that we would feel to be appropriate.
4. Within 2 days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
5. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This will happen in one of the following ways.
- Ian Horner will review his own decision.
- We will arrange for another partner in the firm who has not been involved in your complaint to review it.
- We will review your complaint within 10 days.
- We will invite you to agree to independent mediation. We will let you know how long this process will take.
6. We will let you know the result of the review within 5 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.
7. If you are still not satisfied with our decision then you have the right to refer your complaint to the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ Tel. 0300 555 0333 or email at firstname.lastname@example.org or visit the Legal Ombudsman website. We very much hope that this will not be necessary.
8. Please note that you must refer your complaint to the Legal Ombudsman within a period of 6 years from the date of the act/omission you wish to complain about or 3 years from the date when you became aware of the grounds for your complaint. The Legal Ombudsman may not accept a complaint where the act or the date of awareness of the right to complain arises before 6th October 2010. If you have any concerns as to whether you are within the time limit for referring your complaint to the Legal Ombudsman, you can seek his guidance by contacting him at the telephone numbers or email address contained in paragraph 7 of this policy.
9. The complaints handling scheme operated by the Legal Ombudsman does not deal with complaints from most businesses unless they are a small enterprise. If you need guidance on this point you should contact the Legal Ombudsman whose details are set out at paragraph 7 above. The Legal Ombudsman will not deal with complaints from trustees where the asset value of the trust is more than £1m or from a club or association where it’s annual income exceeds £1m. We will deal with any complaints made by businesses, trusts, clubs and associations falling into such categories under our complaint handling procedures set out above.
Solicitors Regulation Authority No. 47538
If we have to change any of the procedures above, we will let you know and explain why.