Call us on:  0808 172 93 22 | Offices: London - Northampton

CLIENT SATISFACTION AND FEEDBACK

We are committed to providing a high-quality legal service. It is therefore important to us that you are satisfied with the service we have provided to you. Feedback on what we have done well and what can be improved on is always welcome.

Complaints (Formal)

When something goes wrong, we would also like you to tell us about this as soon as possible so that we can do our best to resolve your concern. Our aim is to handle your complaint fairly, promptly and efficiently.

The complaint can be about the standard of service we provide or our bill.

A copy of our Complaints Policy is available on request.

Our complaints procedure

1. If you have a complaint, please contact Floyd Graham, the Managing Principal. You can write to him at Unit 2, Deanery Court, Preston Deanery, Northampton, NN7 2DT. Your complaint will be acknowledged and handled in accordance with our Complaints Policy, which will explain how your complaint will be handled and the timescales within which we will respond.

2. If we have to change any of the responsibilities or the timescales set out below, we will let you know and explain why.

3. On receipt of your complaint you will be provided with a copy of this Policy if we have not already done so.

4. Within 5 working days we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.

5. We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.

6. If appropriate we will then invite you to meet Floyd Graham to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 14 working days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write fully to you setting out our views on the situation and any redress that we would feel to be appropriate.

7. Within 5 working days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, an explanation as to what went wrong, a reduction of any bill or a repayment in relation to any payment received.

8. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 working days. This will happen in one of the following ways:

– We will arrange for someone in the Practice who has not been involved in your complaint to review it.
– We will ask our local law society or another local firm of solicitors to review your complaint. We will let you know how long this process will take.
– We will invite you to agree to independent mediation. We will let you know how long this process will take.

9. We will let you know the result of the review within 5 working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman or relevant regulatory body. If you are still not satisfied, you can contact the Legal Ombudsman about your complaint. We very much hope that this will not be necessary.

10. We will have a maximum period of 10 weeks to resolve your complaint. We will of course endeavour to deal with your complaint more quickly where possible. Once 8 weeks has elapsed, you have the right to complain about the service provided by us to the Legal Ombudsman, which will be the case even if we have not yet fully dealt with your complaint. You should in most cases contact the Legal Ombudsman within 6 months of your last contact with us.

Concerns about your bill

If your complaint is about your bill you may have the right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974.

We are required to advise you that if all or part of a bill remains unpaid the firm may be entitled to charge interest. (Please see Payment terms, charges and expenses in our standard terms and conditions).

What to do if we cannot resolve your complaint

If you are not satisfied with the outcome of your complaint you are entitled to complain to the Legal Ombudsman, who will carryout an independent review of your concern.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. You should allow at least 8 weeks for us to resolve your complaint. If you have, you can take your complaint to the Legal Ombudsman within 6 months of our final response to your complaint. 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.

Contact details

Legal Ombudsman
P0 Box 6806
Wolverhampton
WV1 9WJ

Tel: 0300 555 0333 (Mon — Fri between 9:00 to 17:00)

E-mail: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

The Legal Ombudsman is an independent and impartial organisation created with a view to resolving complaints about the service we have provided by way of a fair outcome.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour or the treatment of you.

Visit their website to see how you can raise your concern with the Solicitors Regulation Authority: https://www.sra.org.uk/consumers/problems/

Call us on:  0808 172 93 22

CLIENT SATISFACTION AND FEEDBACK

We are committed to providing a high-quality legal service. It is therefore important to us that you are satisfied with the service we have provided to you. Feedback on what we have done well and what can be improved on is always welcome.

Complaints (Formal)

When something goes wrong, we would also like you to tell us about this as soon as possible so that we can do our best to resolve your concern. Our aim is to handle your complaint fairly, promptly and efficiently.

The complaint can be about the standard of service we provide or our bill.

A copy of our Complaints Policy is available on request.

Our complaints procedure

1. If you have a complaint, please contact Floyd Graham, the Managing Principal. You can write to him at Unit 2, Deanery Court, Preston Deanery, Northampton, NN7 2DT. Your complaint will be acknowledged and handled in accordance with our Complaints Policy, which will explain how your complaint will be handled and the timescales within which we will respond.

2. If we have to change any of the responsibilities or the timescales set out below, we will let you know and explain why.

3. On receipt of your complaint you will be provided with a copy of this Policy if we have not already done so.

4. Within 5 working days we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.

5. We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.

6. If appropriate we will then invite you to meet Floyd Graham to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 14 working days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write fully to you setting out our views on the situation and any redress that we would feel to be appropriate.

7. Within 5 working days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, an explanation as to what went wrong, a reduction of any bill or a repayment in relation to any payment received.

8. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 working days. This will happen in one of the following ways:

– We will arrange for someone in the Practice who has not been involved in your complaint to review it.
– We will ask our local law society or another local firm of solicitors to review your complaint. We will let you know how long this process will take.
– We will invite you to agree to independent mediation. We will let you know how long this process will take.

9. We will let you know the result of the review within 5 working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman or relevant regulatory body. If you are still not satisfied, you can contact the Legal Ombudsman about your complaint. We very much hope that this will not be necessary.

10. We will have a maximum period of 10 weeks to resolve your complaint. We will of course endeavour to deal with your complaint more quickly where possible. Once 8 weeks has elapsed, you have the right to complain about the service provided by us to the Legal Ombudsman, which will be the case even if we have not yet fully dealt with your complaint. You should in most cases contact the Legal Ombudsman within 6 months of your last contact with us.

Concerns about your bill

If your complaint is about your bill you may have the right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974.

We are required to advise you that if all or part of a bill remains unpaid the firm may be entitled to charge interest. (Please see Payment terms, charges and expenses in our standard terms and conditions).

What to do if we cannot resolve your complaint

If you are not satisfied with the outcome of your complaint you are entitled to complain to the Legal Ombudsman, who will carryout an independent review of your concern.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. You should allow at least 8 weeks for us to resolve your complaint. If you have, you can take your complaint to the Legal Ombudsman within 6 months of our final response to your complaint. 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.

Contact details

Legal Ombudsman
P0 Box 6806
Wolverhampton
WV1 9WJ

Tel: 0300 555 0333 (Mon — Fri between 9:00 to 17:00)

E-mail: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

The Legal Ombudsman is an independent and impartial organisation created with a view to resolving complaints about the service we have provided by way of a fair outcome.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour or the treatment of you.

Visit their website to see how you can raise your concern with the Solicitors Regulation Authority: https://www.sra.org.uk/consumers/problems/