Complaints Policy

Complaints Policy

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Our aim is to provide a superb client experience but we understand that sometimes things go wrong. If they do go wrong, we need to know about them so we can learn and see what we can do better.  We have a complaints procedure so that we make sure your complaint is dealt with fairly and effectively.

We will:

  1. Acknowledge your complaint within 2 working days of receipt and tell you who will be investigating your concerns.

  2. We will find out what happened, usually by reviewing the file and by talking to the person who acted for you. Sometimes as a result, we will need further information which may mean we need to telephone you or meet with you. We will tell you how long this will take which will take account of your personal circumstances.

  3. We will conduct a thorough investigation, tell you what we have found out within the agreed timescale, and where appropriate, suggest a solution or remedy.

  4. We hope that you will be satisfied with our conclusions but if you are not happy please contact our Chairman, Peter Duff, at Shoosmiths, The Lakes, Northampton, NN4 7SH or by email to peter.duff@shoosmiths.co.uk. Peter will arrange a further review by a senior manager or partner not previously involved in the complaint. We will tell you who will investigate your complaint and how long the investigation will take. After fully investigating your complaint we will  give you our final response and explain the reasons behind the decision.

  5. England and Wales

    If we are unable to resolve your complaint within 8 weeks of receiving full details, you may have the right to refer it to the Legal Ombudsman. This service is usually only available to members of the public, very small businesses, charities, clubs and trusts. You should refer your complaint within 6 months of our final response to you.  The Legal Ombudsman can accept a complaint within 6 years of the act / omission or 3 years from when you should reasonably have known about the problem. The Legal Ombudsman will not ordinarily accept complaints unless the act / omission (or when you should reasonably have known that there was a problem) was after 5th October 2010.

    Contact details for the Legal Ombudsman are:

    Legal Ombudsman, 
    PO Box 6806, 
    Wolverhampton  
    WV1 9WJ. 
    0300 555 0333
    enquiries@legalombudsman.org.uk          
    www.legalombudsman.org.uk


  6. Scotland

    If we are unable to resolve your complaint, you may have the right to refer it to the Scottish Legal Complaints Commission (the ‘SLCC’). You should raise your complaint with them within one year of the service ending or the conduct occurring.

    Contact details for the Scottish Legal Complaints Commission (the ‘SLCC’) are:

    The Stamp Office
    10-14 Waterloo Place
    Edinburgh
    EH1 3EG
    0131 201 2130
    enquiries@scottishlegalcomplaints.org.uk


  7. Alternative approved complaints bodies such as ProMediate www.promediate.co.uk exist, which are competent to deal with complaints about legal services, if we both agree, but as you are able to use the services of either the Legal Ombudsman or the  Scottish Legal Complaints Commission, we do not intend to use their scheme.

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