Complaints Procedure
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you should contact our complaints handling Partner, Laura Newton, by email laura.newton@smithbowyerclarke.co.uk
Making a complaint will not affect how we handle your case.
-We will endeavour to acknowledge your complaint within 7 days;
-We will conduct a full investigation including a file review and liaison with the staff member handling your case;
-We will respond within 28 days. If the matter is particularly complex we may notify you that we require further time to respond;
-If you are unhappy with the outcome of the review, the case will be referred to another Partner within the firm who is independent from the case. A further response will be provided within 28 days;
-If the complaint is unresolved at this stage, you have the right to complain to the Legal Ombudsman (see below).
What do to if we cannot resolve your complaint:
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
Within six months of receiving a final response to your complaint, and:
No more than six years from the date of act/omission; or
No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
The Solicitors Regulation Authority can help you 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.
You can raise your concerns with the Solicitors Regulation Authority, full details are set out on their website https://www.sra.org.uk/consumers/problems/.
