Our complaints handling procedure
We treat all complaints about our services extremely seriously and value feedback from those who deal with us so that we can continue to improve and meet our clients’ expectations.
Our aim is to provide the very highest level of service to our clients at all times. As such we are committed to dealing with all complaints about the services we provide fully and fairly. We welcome your feedback as it helps us identify areas for improvement, ensuring our commitment to quality is not compromised. All our staff are fully trained in how to deal with complaints and are provided with regular guidance on how to follow the relevant procedures. This ensures all complaints are dealt with efficiently, ensuring consistency and compliance at all times.
What constitutes a complaint?
Any expression of dissatisfaction in any form from any source is identified as a possible complaint. All members of staff are trained to deal with any expressions of dissatisfaction and it is their job to take a view (in accordance with our guidelines) about whether a matter should be recorded as a formal complaint. All formal complaints are dealt with in accordance with our complaints procedure.
Instances of formal complaints could include:
- Anyone notifying us, either verbally or in writing, that a complaint is being made
- Any dissatisfaction expressed concerning the way a matter is being or has been dealt with
- Issues concerning bills and payments
- The member of staff judges the matter to be sufficiently serious to warrant recording as a formal complaint
- The client bypasses the member of staff and takes the complaint directly to any other member of staff or to the director responsible for dealing with complaints
Please note that disputes concerning bills may also be dealt with by applying to the court for assessment under Part III of the Solicitors Act 1974. Further details are provided in the notes which accompany every bill.
The Procedure – Making an initial complaint
Complaints should be raised with the person dealing with the matter or, if you prefer, with the director responsible for dealing with complaints (contact details below).
Following notification of a formal complaint:
- We will acknowledge your complaint within four working days
- We will provide a formal response within 14 days
- We will tell you the name of the person handling the matter.
- The director responsible for dealing with complaints will be notified.
- The matter will be fully investigated by the case worker or head of department and overseen by the director responsible for dealing with complaints; alternatively, certain matters will be referred direct to the relevant director for investigation and response
- If you are unhappy with our decision, we will provide details of who to contact.
- All of your files will be updated, giving details of the complaint and the subsequent outcome
- Further issues will be acknowledged within two working days
- A full, formal and substantive response will be provided within 14 days
- All complaints and any relevant documentation are kept on file for at least three years
The director responsible for dealing with complaints regularly reviews all complaints made about the company, its directors and staff. These findings are reviewed when examining the underlying operational procedures of the company and can, if deemed appropriate, lead to changes in policies and procedures.
If you remain dissatisfied with the handling of your complaint, further information can be obtained from the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ.
T: 0300 555 0333
You have six months from the date of our notification to you of the outcome of your complaint in which to complain to the Legal Ombudsman.
Any referral to the Legal Ombudsman should be within six years from the act or omission occurring or within three years from the date the complainant should reasonably have known there were grounds for complaint.
Alternative complaints bodies (such as Ombudsman Services) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
We agree to use Ombudsman Services.
How to contact us
If you have any questions or comments, wish to complain, or simply need more information, please contact our director responsible for dealing with complaints:
CANTER LEVIN & BERG,
ST. NICHOLAS HOUSE,
T: 0151 239 1003
The Solicitors Regulation Authority
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 relevant characteristic.