“We can't thank you enough for this donation towards our charity and the vets bills. We have large vets bills on an ongoing basis and every donation is needed in order to support the animals in our care. We are very pleased to receive this cheque...
We are committed to high-quality legal advice and client care. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.
If you have a complaint, please raise the problem with the lawyer responsible for your matter, or if you prefer, our Managing Director.
What will happen next?
1. We will acknowledge receipt of your complaint in writing within three working days of you raising your concerns.
2. We will then investigate your complaint. This will normally involve our Managing Director, Steve Kirwan, reviewing your file and speaking to the member(s) of staff who acted for you.
3. Within two weeks of sending you the acknowledgement letter, our Managing Director will invite you to a meeting to discuss and hopefully resolve your complaint. If you do not want a meeting or it is not possible, he may instead offer you a chance to discuss the matter by telephone.
4. Within three working days of the meeting, or any telephone conversation we have with you instead of a meeting, our Managing Director will write to you to confirm what took place and any solutions we have agreed with you.
5. In any case he will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within three weeks of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
6. At this stage, if you are still not satisfied you can contact us again. We will then arrange for another Director of the Company to review the Managing Director's decision.
7. We will write to you again within two weeks of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the date of the act or omission about which you are complaining occurring (or if outside this period, within three years of when you should reasonably have been aware of it). This is a new time-limit and the Legal Ombudsman will not accept complaints where the act or date of awareness goes beyond 06 October 2010.
Please note that the Legal Ombudsman service cannot be used by most businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
9. If we have to change any of the timescales above, we will let you know and explain why.
If you are a consumer and we have made a contract with you by electronic means you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. That is available at http://ec.europa.eu/odr
In addition to the above, the Solicitors Regulation Authority can help you 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 characteristics. You can raise your concerns with the Solicitors Regulation Authority.