SOLICITORS4LANDLORDS COMPLAINTS PROCEDURE
1. Our Complaints Policy
We are committed to providing a high quality legal service for all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
2. Our Complaints Procedure
If you have a complaint please contact, in the first instance, the person who has been dealing with your matter. This information is contained in the letter we wrote when originally acknowledging your instructions.
3. What will happen next?
3.1 You will need to forward to us full details of your complaint in writing and we may ask you to clarify or explain any further details. We will record your complaint in our register.
3.2 When that information is received by us, we will investigate your complaint. As part of the investigation, we may write to you again, or speak to you over the telephone.
3.3 At this stage we may put forward suggestions that we consider appropriate to resolve your complaint. Alternatively we may ask for time to consider anything you have said. We will send you a detailed reply including our suggestions for resolving the complaint. We will do this within ten working days of completing our investigation or within six weeks of receiving details of the complaint.
3.4 At this stage, if you remain dissatisfied, please let us know within ten working days of the date on which we write to you. You should let us know why you are dissatisfied with what we have stated or suggested and we will review the position taking into account your further comments.
3.5 We will write to you again to let you know the result of our review. We will do this within seven working days of the completion of the review. Our letter will set out our final position on your complaint and explain our reasons.
3.6 If you are not satisfied with our handling of your complaint you may ask the Legal Ombudsman to consider your complaint – PO Box 6806 Wolverhampton WV1 9WJ. Telephone number 0300 555 0333, from overseas +44 121 245 3050 (8.30 a.m. to 5.30 p.m.) email firstname.lastname@example.org, website www.legalombudsman.org.uk
The time limit to refer a complaint to the Legal Ombudsman is within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or you becoming aware of it). No more than three years from when you should reasonably have known there was cause for complaint.
What to do if you are unhappy with our behaviour the Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty. Taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority https://www.sra.org.uk/consumers/problems/report-solicitor
3.7 If you object to our bill you may be entitled to have our charges reviewed by the Court. This is called “assessment”. The procedure is set out in Sections 70.71 and 72 of the Solicitors Act, 1974.
3.8 If we have to change any of the above timescales, we will let you know and explain why.