FOREST EDGE AND MEESONS SOLICITORS 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.
If you have a complaint please contact Edward Holmes with the details.
WHAT WILL HAPPEN NEXT?
- He will send you a letter acknowledging receipt of your complaint within three days of receiving the complaint, enclosing a copy of this procedure.
- He will then consider your complaint. This will normally involve reviewing your file about the work. If possible he will resolve your complaint to your full satisfaction at this stage.
- If that has not proved possible he will then offer an appointment in the office to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter or, if later, of hearing from you that any action proposed as a result of your initial review is not acceptable to you.
- Within three days of the meeting, he will write to you to confirm what took place and any solutions we have agreed with you.
- If you do not want a meeting, or it is not possible, he will send you a detailed written reply to your complaint, including his suggestions for resolving this matter within 21 days of sending you the acknowledgement letter or, if later, of hearing from you that any action proposed as a result of the initial review is not acceptable to you.
- At this stage if you are still not satisfied you should contact him again and within 14 days he will either
- review his decision and write to you confirming his final position on your complaint and explaining his reasons or
- arrange for another Director to review it.
If you are still not satisfied you can then contact the Solicitors Regulation Authority or the Legal Ombudsman (telephone 0300 555 0333). PO Box 6806 Wolverhampton WV1 9WJ. This complaints procedure may be used to make a complaint about our bills. There may also be a right to object to the bill by making a complaint to the Legal Ombudsman, and/or by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from Mr Holmes about your complaint.
If Mr Holmes has to change any of the timescales above, he will let you know and explain why.