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 will work with our Principal Solicitor, Ian Jones, to try and resolve the problem.

If we are not able to resolve concerns in this way, you can use the firm’s formal complaints procedure.

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 (we may ask you to provide written details of your complaint, if appropriate).

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, giving specific examples and details.

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

HOW WE WILL DEAL WITH YOUR COMPLAINT

Our complaints are handled by an external organisation which specialises in dealing with legal complaints. This provides an extra level of objectivity.

We will acknowledge your complaint within three working days. We will send you the details of the person who will be conducting the investigation, so that you know who to expect contact from. We will also send you their privacy policy.

The investigator will usually:

review your complaint.

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

speak with the person who dealt with your matter.

They may need to ask you for further information or documents. If so, they will contact you directly to explain what they need and the period of time you have to provide it.

The investigation may take up to four weeks. At the end of the investigation, the investigator will contact us with their findings and how they think we should solve the problem. We may take some time to discuss their findings before responding to you. We will then contact you to tell you what the investigator has found and how we propose to resolve your complaint. We aim to do this within 1 week of receiving the investigators findings.

REGISTER A COMPLAINT

Please leave blank:

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

Please leave blank:

Full name:

Phone:

Email:

Preferred callback date:

Preferred call back time:

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.