BIRD & DANIELS: COMPLAINTS HANDLING POLICY
Our Complaints Policy
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.
Whenever possible, please raise any initial client care problems with the person acting on your case to give them the opportunity of resolving matters with you. Often, matters can be quickly resolved in this way. If you are unhappy about any aspect of the service you have received, or about the bill, please contact us.
What will happen next?
1. Your complaint will be passed immediately to our Client Care Manager, or deputy Client Care Manager, and within seven days we will send you a letter acknowledging your complaint and you will be informed about how long it will take to reply in detail to the matters you have raised. You may be asked to confirm or explain your complaint in more detail.
2. We will record your complaint in our central register and open a separate file for your complaint.
3. Your complaint will then be thoroughly investigated. Your file will be considered, and the member of staff who acted for you may be spoken to by the Client Care Manager or such other person nominated by him to investigate matters.
4. You will then be sent a detailed reply to your complaint including our suggestions for resolving the matter.
5. At this stage, if you are still not satisfied, you can contact us again and ask us to review our decision. This will happen by another manager of the Company reviewing the decision within 15 days.
6. We will let you know the result of the review within 10 days of the review being completed. At this time, we will write to you confirming our final position on your complaint and explaining our reasons.
7. If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Contact details are as follows:
PO Box 6806
Tel: 0300 555 0333
8. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
• Within six months of receiving a final response to your complaint
• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.
9. If we have to change any of the above timescales, we will let you know and explain why.
Complaints about your bill
The above complaints procedure also applies to complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; and that if all, or part, of a bill remains unpaid, the firm may be entitled to charge interest.
Raising concerns with our regulator
The Solicitors Regulation Authority (SRA) 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 characteristic. You can find information about raising your concerns with the SRA at www.sra.org.uk in the ‘For the public’ section.