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Complaints Handling Procedure

WE ARE CONFIDENT THAT WE WILL GIVE YOU A HIGH QUALITY SERVICE IN ALL RESPECTS.

HOWEVER, IF YOU HAVE ANY QUERIES OR CONCERNS ABOUT OUR WORK FOR YOU, PLEASE FOLLOW THE COMPLAINTS PROCEEDURE.

ALL FIRMS OF SOLICITORS ARE OBLIGED TO ATTEMPT TO RESOLVE PROBLEMS THAT CLIENTS MAY HAVE WITH THE SERVICE PROVIDED.  IT IS THEREFORE IMPORTANT THAT YOU IMMEDIATELY RAISE ANY CONCERNS YOU MAY HAVE WITH THE SOLICITOR DEALING WITH YOUR MATTER.

IF THAT PROCEDURE FAILS TO PRODUCE A WRITTEN RESPONSE TO THE COMPLAINT OR PROBLEM OR INDEED A RESOLUTION TO THE MATTER, THE MATTER SHOULD THEN BE REFERRED TO PETER HODKIN IF HE IS NOT ALREADY DEALING WITH IT.

WHENEVER A PROBLEM OR COMPLAINT IS RAISED BY A CLIENT UNDER THIS PROCEDURE IT A NOTE IS MADE AND KEPT OF THE INVESTIGATION CARRIED OUT. WRITTEN CONFIRMATION WILL BE GIVEN TO YOU OF THE FINAL RESPONSE.

IF YOU REMAINS DISSATISFIED AFTER EXHAUSTING THE INTERNAL PROCEDURE, THE MATTER SHOULD THEN BE REFERRED TO THE LEGAL OMBUDSMAN, PO BOX 6806, WOLVERHAMPTON, WV1 9WJ, TELEPHONE NUMBER 0300 555 0333, EMAIL: ENQUIRIES@LEGALOMBUDSMAN.ORG.UK

COMPLAINTS REFERRED BY THE LEGAL OMBUDSMAN.

  • IT IS POSSIBLE THAT A CLIENT MAY COMPLAIN DIRECT TO THE LEGAL OMBUDSMAN WITHOUT FIRST FOLLOWING THE PROCEDURES GIVEN IN THE PREVIOUS PARAGRAPHS. IN SUCH CIRCUMSTANCES THE LEGAL OMBUDSMAN WILL IMMEDIATELY REFER THE COMPLAINT TO PETER HODKIN WHO IS THE APPOINTED LIAISON WITH THE LEGAL OMBUDSMAN.
  • PETER HODKIN WILL THEN PROCESS THE COMPLAINT WITH THE RELEVANT FEE-EARNER IF THERE IS ONE SUPERVISOR. IN MANY CASES THE MATTER CAN BE RESOLVED SATISFACTORILY BETWEEN THE FIRM AND THE CLIENT DIRECT WITHOUT FURTHER INTERVENTION BY THE LEGAL OMBUDSMAN.
  • PETER HODKIN IS THEN TO ENSURE THAT THE COMPLAINT IS PROPERLY DOCUMENTED AND ADVISE THE OUTCOME TO THE LEGAL OMBUDSMAN.
  • IF A COMPLAINT IS POTENTIALLY OF A SERIOUS NATURE THEN THE LEGAL OMBUDSMAN MAY APPOINT AN INDEPENDENT SOLICITOR TO INVESTIGATE THE MATTER.

DOCUMENTATION

ALL COMPLAINTS ARE TO BE THOROUGHLY DOCUMENTED AS FOLLOWS:

  • FULL DETAILS OF THE COMPLAINT MADE BY A CLIENT, DETAILS OF THE INVESTIGATION, AND OF THE OUTCOME, MUST BE RECORDED ON THE CLIENT FILE. THE COMPLAINT MUST ALSO BE NOTED TO PETER HODKIN

EVEN IF A VERBAL EXPLANATION HAS BEEN GIVEN TO THE CLIENT, A FULL WRITTEN EXPLANATION IS ALWAYS TO BE SENT TO THE CLIENT, SIGNED BY PETER HODKIN.

  • OUTLINE DETAILS OF EACH COMPLAINT IS TO BE INCLUDED IN THE CENTRAL RECORD WHICH IS MAINTAINED BY LIVIA SEDOVICOVA.
  • CLIENT NAME
  • CLIENT MATTER
  • FEE EARNER
  • DATE
  • COMPLAINT CATEGORY
  • OUTCOME
  • IT IS IMPORTANT THAT WE DEAL WITH THE CAUSE OF COMPLAINTS AND SEEK TO PREVENT THEIR RECURRENCE. A REPORT WILL BE COMPLETE AND DISTRIBUTED EVERY TWELVE MONTHS ON COMPLAINTS TRENDS.

COMPLAINTS PERTAINING TO CONCERNS OF REGULATION

  • THE SOLICITORS REGULATION AUTHORITY CAN HELP YOU IF YOU ARE CONCERNED ABOUT OUR BEHAVIOUR IN TERMS OF THINGS LIKE DISHONESTY, TAKING OR LOSING YOUR MONEY OR TREATING YOU UNFAIRLY BECAUSE OF YOUR AGE, A DISABILITY OR OTHER CHARACTERISTIC.
  • YOU CAN RAISE YOUR CONCERNS WITH THE SOLICITORS REGULATION AUTHORITY.