Client Service: Complaints Policy

Client Service: Complaints Policy

If you have experienced a problem, thank you for bringing your concerns to our attention.  We will do our best to address any dissatisfaction that you have experienced in using the services of this firm.  Our primary objective is to put things right.

Our complaints policy

We are committed to providing a high-quality service to all clients of the practice.  This includes a commitment to putting things right when they go wrong.  This policy explains how we will deal with any complaint that is referred to us. Your complaint may concern the way in which you have been dealt with, the quality of advice you have received or the amount of any invoice that you have received.

Our complaints procedure

If you have a complaint, please let us know, whether by post to this office or by e-mail (customer.service@clicksolicitors.co.uk). It would be helpful if you could let us know your concerns in writing, but if you would prefer not to, or if you would find it difficult to do so, please telephone us instead at 0114 266 5577.

To explain to you how long this process might take we have included target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.

What will happen next?

On receipt of your complaint we will send you a letter acknowledging your complaint and may invite you to a meeting to discuss your concerns.  We will open a file for your complaint in my system and will examine the file on the work that this practice has been doing for you.  We would look to acknowledge your complaint within two days of receiving it and will complete our initial examination within seven days.

We may then invite you to a meeting or write to you to ask for further information. Alternatively, we may write to you setting out my views on the situation and proposing any redress that would seem to be appropriate.  We will aim to write to you with our views and any suggestions within seven days of completing my investigations.

Where I feel that we have failed in our standards we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.

You may, if you wish, approach the Legal Ombudsman who provides a service examining complaints against lawyers, including solicitors’ firms.  The Ombudsman will usually expect firms to have concluded their examination of complaints within eight weeks their being notified of them and will require complaints to be referred to the Ombudsman’s office within six months of the end of our complaints handling process as set out above. The services provided by the Legal Ombudsman are limited to individuals and smaller organisations – for more details of this service see the website.

The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.

The address is PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk.

You may alternatively contact the Solicitors Regulation Authority (SRA) if you have concerns as to whether we have breached any of their professional rules for solicitors or 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.

Details will be found at www.sra.org.uk/solicitors/standards-regulations/principles and the SRA can be contacted at The Cube, 199 Wharfside Street, Birmingham B1 1RN, or by email to  contactcentre@sra.org.uk.