Making a Complaint

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Making a Complaint

We strive to provide an excellent service. If you have concerns about any aspect of the work we have done for you please raise them with us. You should first raise your concerns with your dedicated advisor. Your advisor may involve our Principle Solicitor, Ian Jones, at this point or later on.

If it is not possible to resolve the problem then you can implement the firm’s formal complaints procedure.

No charge will be made for dealing with a client’s complaint.

HOW TO MAKE A COMPLAINT

You can register a complaint:

using the Register a Complaint form on this page.

by emailing ianjones@spencershaw.co.uk.

or phoning us on 0121 817 0520.

In your complaint, please tell us:

your full name and contact details.

your file reference number (if you have it).

what you think we got wrong.

the resolution you would like to achieve.

If you need any help making a complaint please get in touch and we will try to assist you.

HOW WE WILL DEAL WITH YOUR COMPLAINT

We will acknowledge your complaint within three working days and then begin investigating. This will usually involve one of our directors:

reviewing your complaint.

reviewing your file(s) and any other relevant documents.

speaking with the person who dealt with your matter.

We will update you on the progress of your complaint as appropriate.

We may need to ask you for further information or documents. If so, we will ask you to provide this information within a specific period. We may also invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter by phone if you prefer.

At the end of our investigation we will tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter acknowledging the complaint.

REGISTER A COMPLAINT

Full name:

Email:

Phone:

File reference (if you have it):

What you think we got wrong:

Desired resolution:

We take your privacy seriously and will only use the information you provide on this contact form to deal with your enquiry. Please see our Client Privacy Policy for more detail.

IF YOU ARE NOT HAPPY WITH THE OUTCOME

If you are unhappy with the outcome, please let us know and explain why. We will review the matter in light of your comments, but we may still come to the same conclusion.

If you are still not satisfied with our handling of your complaint you can refer the matter to:

The Legal Ombudsman

If you wish to complain to the Legal Ombudsman, you must usually refer the issue within six months of receiving our written reply, and within one year of the issue itself occurring (or when you could reasonably have realised there was a cause for complaint).

You can also refer a complaint to the Legal Ombudsman if we have not resolved it within eight weeks of you making the complaint.

If the time limits are not met, the Ombudsman might not deal with the complaint.

For more information about the Ombudsman’s service or to get in touch, the Legal Ombudsman's contact details are:

Website: http://www.legalombudsman.org.uk/

Address: PO Box 6167, Slough, SL1 0EH

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

The Solicitors Regulation Authority (SRA)

The SRA can help 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.

Visit the SRA website to see how you can raise your concerns with them: https://www.sra.org.uk/consumers/problems/report-solicitor/

The court

If your complaint is about a bill we have sent you, you may also be entitled to apply to the court for an assessment of our bill under Part III of the Solicitors Act 1974.

GET IN TOUCH

SCHEDULE AN INITIAL CALL

Full name:

Phone:

Email:

Preferred callback date:

Preferred time range:

How did you hear about us?

Brief summary of your enquiry:

We take your privacy seriously and will only use the information you provide on this contact form to deal with your enquiry. Please see our Client Privacy Policy for more detail.