Complaints Procedure: What to do if you’re not happy
We value all our clients and aim to resolve any concerns or complaint you may have about our service quickly and to our mutual satisfaction. We want to deal with your concerns fairly and will therefore need time to provide you with a considered response.
If you have a concern
The quickest way to resolve a concern or query about our service to you is by approaching the person you have had most contact with in relation to the particular matter. If that does not resolve your concerns or, if you would prefer not to speak to that person, then we encourage you to speak to the Partner who has ultimate responsibility for your work as set out in our client care letter.
We will endeavour to acknowledge your concerns within 24 hours and certainly no later than within three working days of receipt and to then address your concerns within three weeks of our acknowledgement.
If your concerns have still not been satisfactorily resolved and you wish to make a formal complaint please contact our Designated Complaints Handler (“DCH”) using the procedure set out below.
Making a formal complaint
If your concerns have still not been satisfactorily resolved and you wish to make a formal complaint please contact our DCH. It will help us to address your complaint more quickly if you can set out your concerns in writing.
We will endeavour to:
- Acknowledge in writing your formal complaint or concern within three working days of receiving it.
- Provide you with our formal response within four weeks of receipt or, if unable to do so, we will send you a letter explaining why and what will happen next.
- Resolve your concerns or complaint within eight weeks of receipt.
Our Risk and Compliance Manager, Sam Coley, investigates all complaints and we keep central records that are reviewed regularly to monitor trends and individual performance. We always view complaints from a client perspective keeping the following objectives in mind:
- To ensure consistency of service standards.
- To ensure that the reasonable expectations of the firm's clients are met.
- To address client concerns promptly, fairly, openly and effectively.
If you wish to make a formal complaint please contact Sam Coley, preferably in writing at the address below, keeping a copy of the correspondence for yourself.
Anthony Collins Solicitors LLP
134 Edmund Street
If you are still not satisfied, you can contact the Legal Ombudsman, at P O Box 6806, Wolverhampton WV1 9WJ about your complaint.
When contacting the Legal Ombudsman, please note:
- Any complaint to the Legal Ombudsman should usually only be made after we have issued our formal written response to your complaint or we have already had eight weeks to resolve it.
- Any complaint must be referred to the Legal Ombudsman within six months of the date of our formal written response to your complaint.
- The problem must have happened on or after 6 October 2010 or, if the problem happened earlier than that, you must not have been aware of it before 6 October 2010.
- The complaint must be made no later than six years from the act/omission or three years from when you should reasonably have known there was cause for complaint.
For further information
You should contact the Legal Ombudsman at the above address or on 0300 555 0333 or at email@example.com.
Alternative complaints bodies such as Pro Mediate exist which are competent to deal with complaints about legal services where there is agreement to do this between a client and their solicitor. We do not agree to use of an alternative complaints body because complaints about law firms can be referred to the Legal Ombudsman.
Anthony Collins Solicitors
01 October 2018