Complaints Procedure

COMPLAINTS PROCEDURE

I am committed to providing high quality legal service to all of my clients. If something goes wrong however, please tell me about this.

My complaints procedure

If you have a complaint about any aspect of the work I am undertaking for you, please contact me using any of the contact details below:-

By letter – 23 Nicholas Avenue, Whitburn, Sunderland, SR6 7DG
By email – rebecca@rebeccacalvertls.co.uk
By telephone – 07951 344 990

What will happen next?

I will send you a letter acknowledging receipt of your complaint within 7 working days of receipt, enclosing a copy of this Complaints Procedure.

I will then investigate your complaint, which will normally involve reviewing your file. If your complaint relates to a file which has been stored away, it may take me 1-2 working days to retrieve your file.

I will send you a detailed reply to your complaint, including my suggestion for resolving the matter, within 21 working days of sending you the initial acknowledgement letter.

At this stage, if you are still not satisfied, you should contact me again and I will arrange to meet you at your convenience in order to discuss matters further. At this meeting we will together review the initial decision set out in the first formal response letter and we will further attempt to reach a resolution.

I will thereafter write to you within 14 working days to confirm in writing my final position on your complaint.

What if you are still not satisfied?

If you are still not satisfied then you can contact the Legal Ombudsman using any of the contact details below:-

By letter – The Office for Legal Complaints, PO Box 6806, Wolverhampton, WV1 9WJ
By email – enquiries@legalombudsman.org.uk
By telephone – 0300 555 0333

The Legal Ombudsman will not usually deal with your complaint unless my Complaints Procedure has been exhausted and they allow me up to 8 weeks to follow this procedure. The general time limits for a complaint to be raised with the Legal Ombudsman are: within 6 years of the issue occurring, or within 3 years of you becoming aware of the issue, or within 6 months of my final written response to you. There is a lot more information about raising a complaint with the Legal Ombudsman on their website.

Complaint regarding your bill

If you are not happy with your bill then please contact me to discuss the issue using any of my contact details as set out above and the same Complaints Procedure will be followed.

If you are still not happy then you may have the right to object to my bill by applying to the Court for an assessment of the bill under Part III of the Solicitors Act 1974.

Raising concerns with the Regulator

The Solicitors Regulation Authority (the SRA) can also help you if you have concerns about issues such as my behaviour. This may relate to issues such as dishonesty, discrimination or treating you unfairly. The contact details for the SRA can be found on their website at www.sra.org.uk. Their main telephone contact number is 0370 606 2555.

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