We want to ensure that all our clients are satisfied with our services. When things go wrong, we need you to tell us about it. This helps us to improve our standards. We will investigate your concerns objectively and try to find and suggest a positive and speedy solution. If you have a complaint, please contact us in writing.
Our complaints handling procedure
- We will send you a letter acknowledging receipt of your complaint within 10 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 detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Partner to review the decision if we consider this necessary or prudent.
- We will then write to you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied with the outcome of your complaint you may be able to complain to the Legal Ombudsman or Solicitors Regulation Authority.
- If you object to a bill, you have the right to apply to the Court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about a bill if you have already applied to the Court for assessment of the bill.
- 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.
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.
If we have to change any of the timescales above, we will let you know and explain why.
Fursdon Knapper Solicitors, 247 Dean Cross Road, Plymstock, Plymouth PL9 7AZ (01752) 309090. E-mail: firstname.lastname@example.org