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Complaints Handling Procedure for Solicitors work

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 procedure.

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.

Complaints Handling Procedure for Notary work 

In the first Instance, please contact the Notary, Peter Hodkin. 42-44 Copthorne Road, Felbridge, East Grinstead, West Sussex, RH19 2NS.

If we are unable to resolve the matter you may then complain to the Notaries Society of which I am a member, who have a Complaints procedure which is approved by the Faculty Office. This procedure is free to use and is designed to provide a quick resolution to any dispute.

In that case please write (but do not enclose any original documents) with full details of your complaint to:- 

The Secretary of The Notaries Society
PO Box 7655
Milton Keynes
MK11 9NR

Email:  secretary@thenotariessociety.org.uk
Tel: 01604 758908

If you have any difficulty in making a complaint in writing, please do not hesitate to call the Notaries Society/the Faculty Office for assistance.

Finally, even if you have your complaint considered under the Notaries Society Approved Complaints Procedure, you may at the end of that procedure or after a period of eight weeks from the date you first notified me that you were dissatisfied, make your complaint to the Legal Ombudsman*, if you are not happy with the result:

Legal Ombudsman
P O Box 6806
Wolverhampton
WV1 9WJ

Tel: 0300 555 0333
Email: enquiries@leaglombudsman.org.uk
website:  www.legalombudsman.org.uk

If you decide to make a complaint to the Legal Ombudsman you must refer your matter to the Legal Ombudsman within six months from the conclusion of the complaint process.

 

*certain kinds of commercial entities are not eligible to make a complaint to the Legal Ombudsman- please refer to the Legal Ombudsman Scheme Rules or consult the Faculty Office.