Humphreys & Co. Client Concerns (Complaints) Policy and Procedure
- If you have a concern about any aspect of our work, we need you to tell us about it. This will help us to improve our standards, to avoid misunderstandings and to maintain our relationship with you.
- Our written terms of engagement set out the approach to be taken under our agreement with you on this matter to any concern (complaint) that you have about our conduct of a matter on your behalf in terms:
With whom should I raise difficulties?
- We aim to act in our clients’ interests with professionalism and skill at all times and we are confident that we will do so in this case. However, if there should be any aspect of our service which you consider is not up to standard, which could include concerns about any of our invoices delivered to you, you should raise the difficulty in the first instance with the person handling your case day to day, confirming this by email, and only then with a senior conveyancing solicitor. If the matter cannot be resolved between us, one of the partners will be asked to give their view on the issue as objectively as they can. If still unresolved the matter should be raised with Client Concerns Solicitor Philip Siddons. Any concerns raised will be dealt with in accordance with our written complaints procedure, a copy of which is available on request.
- Ultimately, any client who has instructed a firm of solicitors has a right to complain to the Legal Ombudsman (legalombudsman.org.uk) at PO Box 6806, Wolverhampton WV1 9WJ at the conclusion of our complaints process. Normally you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint. Further any client may apply to the Court for an assessment of their solicitors’ invoice pursuant to the terms of Part III of the Solicitors Act 1974. Note though that the Legal Ombudsman may not deal with a complaint in respect of an invoice if such an application has been made to the Court.
- If you have a complaint which has not been resolved by our staff-member or senior solicitor or partner in the matter, or the Managing Partner, it is then open to you to contact our Client Concerns Senior Solicitor Philip Siddons about it.
- We will investigate and respond to your complaint. Where we consider it appropriate to do so, we will also suggest a way to resolve it.
- We may need to ask you for more information as part of the investigation process.
- We will send you details of our conclusions, with reasons. There will be opportunities to review these if you so wish.
- If at the end of this process you are not satisfied with our conclusions, it is then open to you to contact the Legal Ombudsman at Legal Ombudsman, PO Box 6806, WolverhamptonWV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our notice to you of our final conclusions on your complaint but if you were to need further information, it is open to you to contact the Legal Ombudsman on 0300 555 0333 or at legalombudsman.org.uk.
- Note though that the Legal Ombudsman may not deal with a complaint in respect of an invoice if an application has been made to the Court for an assessment of our invoice pursuant to the terms of Part III of the Solicitors Act 1974.
- We would normally expect to acknowledge a complaint within 3 working days of receipt and to respond to it within 15 working days of receipt. If we have to change either of those timescales (this may be because we need more information from you or because a staff-member is away or because the case papers are substantial or for some other reason), we will let you know and explain why.
- We are committed to providing a high-quality, professional legal service to all our clients. This includes a fair and speedy response to clients’ complaints when such are occasionally expressed.
- Any client is also entitled to contact the Solicitors’ Regulation Authority with a complaint about a solicitor or solicitors firm.. Details are at https://www.sra.org.uk/consumers/problems.
Humphreys & Co.
14 King Street
Bristol BS1 4EF
Tel: + 44 (o)117 929 2662
Fax: + 44 (o)117 929 2722