The Firm's Policy for clients:
We are committed to providing a high quality service to all our clients. When something goes wrong, we need to know in order to resolve your complaint as soon as possible and also to improve our methods of working.
Dealing with complaints:
As per our terms and conditions, we receive outsourced support from Thrings LLP in respect of certain business services. Therefore, if you have a complaint, please contact, in writing, Fiona Govier, Solicitor, who has the responsibility for investigating and dealing with complaints. You can contact her by:
Post: 2 Queen Square, Bath BA1 2HQ
Telephone: 01225 340056
What will happen next?
- We will send you a letter or email acknowledging your complaint within three working days. We may at that stage ask you to confirm or explain any details.
- We will record your complaint on our central register and open a file for your complaint. We will at that stage also investigate the complaint by examining the matter file.
- Fiona Govier will review, where appropriate, the matter file and decide whether to deal with any service issues or whether the matter will be referred to a Director, Partner or other senior member of the Firm. Alternatively, the matter will be referred for review to Bill Brydon, the Firm’s Claims Consultant.
- We will aim to be in a position to write to you in detail with our findings within twenty one days of our acknowledgment of your complaint. However, where that is not possible because, for example, further enquiries need to be made we will write to you to explain the stage the investigation has reached and how soon we expect to be able to provide a full reply. Under the procedures set out by the Legal Ombudsman, there is an overriding time of eight weeks for the full conclusion of any complaint.
Conclusion of complaint process
At the conclusion of the complaint and if you are not satisfied with our handling of the complaint in some instances clients also have a right to ask the Legal Ombudsman (P O Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333, email firstname.lastname@example.org, website www.legalombudsman.org.uk ) to consider the complaint.
You should note, however, that not all clients will be entitled to have their complaint considered by the Legal Ombudsman, as the service is only generally available to members of the public, very small businesses, charities, clubs and trusts.
If the Legal Ombudsman is to consider a complaint normally it needs to fall inside two time limits both of which need to apply:
- Your complaint should be referred to the Legal Ombudsman no later than six years from when the problem occurred or alternatively three years from when you should reasonably have become aware of the problem. In addition, please note that the Legal Ombudsman will not accept complaints where the act or date of awareness in question is on or before 6 October 2010.
- Your complaint should be referred to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.
You may also have the right to apply to the court for an assessment of a bill under Part III of the Solicitors Act 1974. Please note that if all or part of a bill remains unpaid we may be entitled to charge interest. The Legal Ombudsman may not deal with a complaint about a bill if the client has applied to the court for assessment of that bill.
We are regulated by the SRA and should you have any complaint about our conduct or about a breach of the regulatory rules you may direct it to the SRA at https://www.sra.org.uk/consumers/problems/report-solicitor.page