Our Complaints Procedure
Our complaints procedure
If you have a complaint, please contact Max Winthrop, our complaints partner. He will pass your complaint to the supervising partner in charge of the department involved in your complaint.
What will happen next?
We will send you a letter acknowledging your complaint within two working days of receiving it, enclosing a copy of this Policy 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.
We will then record your complaint in our central register and open a file for your complaint.
We will then start to investigate your complaint. We will examine the relevant file and we may need to ask you for further information. We will speak to the member of staff who acted for you.
If appropriate we will then invite you to meet with us to discuss your complaint. We would hope to be able to resolve it at that meeting. We would hope to be in a position to meet with you in this way no longer than 14 days after first receiving your complaint. Within two working days of any meeting we will write to you to confirm what took place and any solutions we have agreed with you. If you would prefer not to meet or if we cannot arrange a meeting within an acceptable timescale we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. Again, we would hope to do this within 14 days of first receiving your complaint.
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 days. This will happen in one of the following ways.
We will let you know the result of the review within five 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. If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint.
Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at email@example.com
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic You can raise your concerns with the Solicitors Regulation Authority at https://www.sra.org.uk/ [/consumers/problems/reportsolicitor/.
If we have to change any of the timescales above we will let you know and explain why.
"By consulting SRF early we have achieved our aims and, by and large, this has prevented formal legal action. We appreciate their understanding of our commercial objectives and their straight talking."- Henry Colbeck