Fursdon Knapper Complaints Procedure
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please contact us with the details. We are regulated by the Solicitors Regulation Authority and each office has a separate registration number being 287351 for our Plymstock office and 621213 for our Keyham office.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 20 working days of receiving it, enclosing a copy of this procedure. Unless annual leave or sickness absence of the Partner dealing with the complaint prevents this.
- We will then investigate your complaint. This will normally involve passing your complaint to Amanda Knapper (Partner), who will review your matter file and speak to the member of staff who acted for you.
- Amanda Knapper will send you a written reply to your complaint within 21 days of sending you the acknowledgement letter and, if appropriate, make suggestions which might be helpful to resolve the issue.
- If, after following our internal Complaints Procedure you are still not satisfied, you can contact the Legal Ombudsman (LeO) about your complaint. The LeO has time limits for dealing with complaints.
You should contact them:
After 8 weeks of referring your complaint to us if it has not been resolved to your satisfaction.
Within six months of receiving a final response to your complaint and six years from the date of act/omission (or three years from when you should reasonably have known there was cause for complaint (if the act took place more than six years ago)).
We hope that this will not be necessary and aim to work with you to resolve the matter before that stage.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concern with the Solicitors Regulation Authority via their website.
Their contact details are:-
Telephone: 0370 606 2555 from 08:00 to 17:00 (Except Tuesdays 09:30 to 17:00)
Address: The Cube, 199 Wharfside Street, Birmingham B1 1RN
If we have to change any of the timescales above, we will let you know and explain why.
Our professional Indemnity Insurers are:-
Accredited Insurance (Europe) Ltd – UK Branch Policy number Inperio-042863
Fursdon Knapper Solicitors, 247 Dean Cross Road, Plymstock, Plymouth PL9 7AZ (01752) 406 977. Email: firstname.lastname@example.org