Complaints Handling 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 by contacting us by e-mail ([email protected]) or by post to Click Solicitors, 348 Cemetery Road, Sheffield, S11 8FT. 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 on 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 five working days of receiving it and will complete our initial examination of the issues raised within seven working days of receiving your complaint.
We may invite you to a meeting or write to you to ask for further information. Alternatively, we may write to you setting out our 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 twenty one days of receiving your complaint.
We will review and close the complaint within eight weeks of receiving your complaint.
Legal Ombudsman
If you do not agree with the outcome of our complaints process or we fail to investigate your complaint within eight weeks, you can complain to the Legal Ombudsman.
The Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
For more details see the website below. The details of how to contact the Legal Ombudsman are as follows:
PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333
Email: [email protected]
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 can 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 [email protected].