Please refer to the Terms of Business supplied to you relating to your particular matter. In addition your notice is drawn to the following code of conduct rule to which we subscribe.
CODE OF CONDUCT - RULE 2
COMPLAINTS PROCEDURES - PUBLIC POLICY
In the event that you, as a Client of this Firm, may have a complaint or grievance that we have:-
1 not done what you instructed us to
2 involved you in unreasonable delays
3 given you inaccurate or incomplete information
4 failed to respond to your telephone calls or letters or failed to keep you
informed of what is going on.
5 failed to give you enough information about our charges or failed to provide
you with the final bill.
6 the manner in which your matter was handled or the treatment of you by any
member of staff,
the following complaints procedures should be followed:-
1 Your complaint should, where possible, be made in writing to Mrs Sandra Lanaway, Managing Partner of this Firm, setting out the basis of your complaint and supported by documentation where relevant and available, to support your complaint.
2 Your complaint will be acknowledged and a time frame notified to you, together with a request for any further details or documents required to enable Mrs Lanaway to consider your complaint.
3 The acknowledgement will also set out a time frame for consideration of your complaint, such timeframe will usually be 7 days, subject to the complexity of the matter and the nature of the complaint.
4 Your complaint will be considered objectively by Mrs Lanaway who will endeavour to provide you with a response as soon as possible within the time frame previously notified. If you are dissatisfied with the response, you may wish to arrange a meeting with Mrs Lanaway to discuss the matter further.
5 In the event that the above procedures are exhausted and the matter remains unresolved to your satisfaction, you are entitled to request that the Solicitors Regulation Authority (“SRA”), who are responsible for ensuring that Solicitors comply with the Code of Conduct of Solicitors, consider your complaint. The SRA will send a copy of your complaint to this Firm and request any information and/or documents that they may require to give full consideration to the complaint. The SRA will then adjudicate the complaint. If the SRA find in your favour, they will then invite this Firm to make an offer of settlement, possibly along the lines which will be provided in response to our letter of acknowledgement.
The Legal Ombudsman can be contacted as follows:
By mail: The Legal Ombudsman, PO Box 15870, Birmingham B30 9EB
By telephone: 0300 5550333 - Monday to Friday 9am to 5pm
By e.mail: firstname.lastname@example.org
You may also visit their website www.legalombudsman.org.uk for further advice as to complaints procedures.
© March 2008.