How we deal with complaints
All clients should be kept informed as to the progress of their matter. It is accepted that facts and events sometimes change, emergencies and unforeseen factors come to light. The key to good client relationships is communication between firm and client.
1. The client should always be advised at the outset of the right to raise a complaint. Advice about complaints is included in our Terms of Business which is sent to every client upon our instruction to act.
2. If a client is unhappy with any aspect of the service provided, a complaint should be raised with the person who has day to day conduct of the file (the fee earner).
3. A client who raises a complaint must behave and must be treated politely and courteously.
4. A client may raise a complaint by telephone, in writing (including by e-mail) or in person.
5. If the complaint cannot be resolved with the fee earner the client MUST be advised of his/her right to make a formal complaint and be advised of the process. This complaints policy is accessible to all staff and should be sent to a client who confirms they wish to progress a complaint.
6. The client shall set out his complaints in writing and send them to the Senior Partner, Capstick-Dale & Partners at 224 Main Road, Gidea Park, Romford, Essex RM2 5HA.
7. The complaint will be acknowledged in writing within 7 days of receipt (unless exceptional circumstances), and the acknowledgement should advise of the date by which they should receive a considered response. Unless otherwise advised the firm will seek to resolve the dispute within 8 weeks of the receipt of the letter of complaint.
8. The Senior Partner will submit a copy of the complaint to the fee earner and request a response within 14 days (unless exceptional circumstances). The fee earner will submit a reply, together with relevant documentation or the file, as appropriate, within that time frame.
9. The senior partner will respond in writing to the letter of complaint within 28 days of receipt setting out the conclusions and any action necessary.
10. The client is asked to respond within 14 days of receipt of this letter, confirming that he/she is satisfied or otherwise. If no response is received the matter will be deemed to have been concluded.
11. If the client remains unsatisfied he/she should advise the Senior Partner who will arrange a suitable appointment to meet with the client and discuss the reasons why the client remains unsatisfied.
12. The Senior Partner will write within 14 days of the meeting to summarise the issues still in dispute and the firm’s approach to these issues. This will, unless otherwise communicated, conclude the firm’s internal complaints procedure.
13. The client must be advised in the final letter, if for any reason the client nevertheless remains unhappy he/she has a right to complaint to the Legal Ombudsman, PO Box 15870, Birmingham B30 9EB or by e-mail to email@example.com or telephone 0300 555 0333.
14. Capstick-Dale & Partners Solicitors are authorised and regulated by the Solicitors Regulation Authority SRA Number 44693