MATT ROWLAND SOLICITOR’S
OUR COMPLAINTS PROCEDURE
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards. If you have a complaint, either in relation to the conduct of your case or our bill contact us with the details.
What will happen next?
- We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 10 to 14 working days of us receiving your complaint.
- We will record your complaint in our central register and open a separate file for your complaint. We will do this within 7 to 10 working days of receiving your complaint
- We will then start to investigate your complaint. This will normally involve the following steps.
- We will pass your complaints to the complaints manager within three to five Days
- The complaint’s manager will ask the member of staff who acted for you to report back to them in relation to your complaint within 10 days
- Once a response is received from the individual whom the complaint is about, the complaints manager will examine their reply and the information in your complaint file then, if necessary, may also speak to them. This will take up to 5 days from receiving their reply and the file
- The relevant handler will then invite you to a meeting either face to face or by Telephone to discuss and hopefully resolve your complaint.
- Within two days of the meeting, the handler will write to you to confirm what took place and any solutions he (or she) has agreed with you. If you do not want a meeting or it is not possible, the handler of your complaint will send you a detailed reply to your complaint. This will include his (or her) suggestions for resolving the matter. He (or she) will do this within five days of completing the investigation.
At this stage, if you are still not satisfied you contact us again. We will then arrange to review our decision. This will happen in one of the following ways.
- A partner of the firm will review the decision made by your complaints handler within 10 days.
- We will invite you to agree to independent mediation within five days. We will let you know how long this process will take.
We will let you know the result of the review within five 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.
If the complaint is not resolved to your satisfaction and you wish to involve an outside body, then you can contact the Legal Ombudsman service ( www.legalombudsman.org.uk) on 0300 555 0333. In normal circumstances, the Legal Ombudsman expects you to allow us 8 weeks to try to resolve your complaint before contacting them, and complaints should be made within six months of the date of the conclusion of the Firm’s complaints procedure. For more information on complaint procedures download the Legal Ombudsman Guide and procedures . This can also be downloaded from the Legal Ombudsman service website.
Please note that that there may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; and that if all or part of a bill remains unpaid the firm may be entitled to charge interest. If your first language is not English or you find it difficult to read our complaints procedure, please tell us which language you read and we will endeavor to have a complaints procedure translated into your preferred language.