We are committed to high quality legal advice and client care. However, if you are unhappy about any aspect of the service you have received or about the bill, please contact Alison Dukes who is the Client Care Director of this firm. Alison can be contacted at 100 Henleaze Road, Henleaze, Bristol, BS9 4JZ or by telephone: 0117 962 1205 or e-mail email@example.com
Clients are notified in our Client Care letter of their right to complain and they are told that the matter will be considered in the initial instance by the person they have been dealing with and if the matter remains unresolved or, if the client prefers, by the Client Care Director, Alison Dukes or by the Deputy Client Care Director, Grant McCall to whom will be passed a copy of all relevant correspondence. If the complaint is about Alison Dukes the matter will be considered by the Deputy Client Care Director, Grant McCall and if about Grant McCall, by Alison Dukes.
Written complaints will be identified by one of the directors / senior solicitors when dealing with the in-coming post and a copy will be forwarded at once to Alison Dukes who will note it in a Central Register of Complaints and Service Concerns.
All complaints, oral or written, will be discussed with the department head/supervisor and should also be notified to the Client Care Director or, in her absence to her Deputy in any event.
If the complaint refers to a fee earner, after discussion with the department head and the Client Care Director the initial response will be drafted by that fee earner. It must be approved by the Client Care Director or by the Deputy Client Care Director.
At Step 3 the file and draft letter (if the complaint relates to a client matter) should have been shown to Alison Dukes or Grant McCall. They will contact the client as soon as possible either by telephone or letter identifying themselves as the Client Care Director or Deputy acknowledging the complaint and stating a timescale within which the complaint will be dealt with (which will not exceed a period of 8 weeks except with the consent or at the request of the client) and the action it is proposed to take. They will ask for full details from the client either in writing or by interview. At Step 4 copies of all correspondence relating to the complaint will be kept centrally. Usual practice is to give the client the choice of a written response or personal meeting or both.
The matter will be discussed with the member of staff about whom the complaint has been made. If the matter is an ongoing matter at this stage the Client Care Director or Deputy will give both client and fee earner opportunity to elect for the matter to be taken over and completed by another fee earner within the department.
Once the cause of any problem of which a client has complained has been identified, the client will be offered appropriate redress by the Client Care Director or Deputy. The objective is to ensure that the client is satisfied that the complaint is being dealt with seriously, has received a prompt response, is assured that the matter is being fairly reviewed and is notified as soon as possible of the outcome.
Possible remedies may include an apology from the Company and an assurance that it will not happen again, and that we will review any procedures which have contributed to the circumstances giving rise to the complaint, a reduction in the bill, or notification to the client that the complaint is considered unjustified. The client must be advised that if for any reason we are unable to resolve the problem between us, then we are regulated by the Solicitors Regulation Authority and that we are bound by our professional code, the Solicitors Code of Conduct which can be accessed at www.sra.org.uk. The Legal Ombudsman Service is the body which investigates complaints about solicitors and they can be accessed at PO Box 6806 Wolverhampton WV1 9WJ or by e-mail firstname.lastname@example.org