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How your complaint will be dealt with
Melissa Fagan is our Complaints' Partner. If your complaint is against her, another partner will investigate. The partner dealing with your complaint will look at the file and ask for full details of your complaint from you either in writing or by interview. The fee earner dealing with your case will also be seen.
The whole object is to ensure that you:
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Remedies
If we determine that your complaint is valid, we may deal with it in one of several ways. We may give you:
What happens after a complaint
If you are satisfied once we have investigated your concerns we may be able to continue to act for you.
However, in some circumstances, id the solicitor / client relationship has broken down completely it may be that another fee earner will take over the conduct of the file. Every effort will be made to repair any damage in your relationship with us.
If, for any reason, we are not able to continue to deal with your case, we shall promptly forward your file to new solicitors of your choice.
If you are not satisfied that we have dealt with your complaint properly you may, of course, take the matter up with the Legal Ombudsman, PO Box 15870, Birmingham, B30 9EB, telephone 0300 555 0333. Their website is www.legalombudsman.org.uk.
If we determine that your complaint is valid, we may deal with it in one of several ways. We may give you:
- An apology from the Practice and an assurance that it will not happen again, and that we will try to do better
- A reduction in the bill, or abatement of the bill in total
- Notification that the cause of the problem has been identified and unsatisfactory procedures have been rectified
- Notification of your rights to complain to the Legal Ombudsman either as a matter of professional conduct, or the Practice's inadequate professional services
- Notification of your right to consult another solicitor and obtain advice as to whether we have been negligent
What happens after a complaint
If you are satisfied once we have investigated your concerns we may be able to continue to act for you.
However, in some circumstances, id the solicitor / client relationship has broken down completely it may be that another fee earner will take over the conduct of the file. Every effort will be made to repair any damage in your relationship with us.
If, for any reason, we are not able to continue to deal with your case, we shall promptly forward your file to new solicitors of your choice.
If you are not satisfied that we have dealt with your complaint properly you may, of course, take the matter up with the Legal Ombudsman, PO Box 15870, Birmingham, B30 9EB, telephone 0300 555 0333. Their website is www.legalombudsman.org.uk.