Rayden Solicitors prides itself on its high level of client care. We welcome feedback from all our clients in the event that they feel improvements can be made in the service we provide. Any feedback should be sent to Client Care Partner, Nadia Biles Davies at first instance, either by email to firstname.lastname@example.org or by post to Nadia Biles Davies, Rayden Solicitors, The Limes, 32-34 Upper Marlborough Road, St Albans AL1 3UU.
A complaint is defined by the Solicitors Regulation Authority as “an oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or other detriment.” You have the right to complain about the service or a bill you have received.
We very much hope that a complaint will not arise however if you feel you have cause for complaint, please contact the partner with conduct or, alternatively, the partner supervising your matter. Your initial retainer letter will confirm the partner supervising your matter.
Receipt of a complaint will trigger our complaints handling procedure:
Within one week:
We will record your complaint in our central register and open a file for your complaint. You will receive a letter acknowledging your complaint. You may be asked to confirm or explain the detail of your complaint. We will also let you know who will be dealing with your complaint.
Within three weeks:
We will also acknowledge your reply and confirm what will happen next. We will then start to investigate your complaint. This may involve one or more of the following steps:
- The partner overseeing your matter will investigate the complaint and will then invite you to a meeting to discuss the matter in the hope that your complaint may be resolved.
- The partner overseeing your matter may ask the solicitor with day to day conduct of your matter to provide a reply to your complaint. The partner will consider their reply and your complaint. He or she may also speak to the person who acted for you. You will be invited to a meeting with the solicitor who has acted for you and, if necessary, the supervising partner to try to resolve your concerns.
- Alternatively, your complaint may be passed to the Client Care Partner to investigate.
In the event there is a meeting to resolve your concerns, you will receive written confirmation of the outcome of that meeting and any solutions agreed within three days of the meeting.
Within eight weeks:
In the event that the complaint is to be dealt with in writing, you will receive a full written response to your complaint within six weeks. This will include proposals to resolve the complaint.
Review of the Decision:
If you are still not satisfied, you should let the Client Care Partner know. They will then arrange a review of the complaint. The review may take place in one of the following ways:
- The Client Care Partner will review the decision themselves within 14 days.
- If the Client Care Partner investigated the complaint initially, she will arrange for another partner to review the decision within 14 days.
- The Client Care Partner will ask the Law Society or another local firm of solicitors to review your complaint. They will let you know how long this process will take.
- The Client Care Partner will invite you to agree to independent mediation and will let you know how long this will take.
The Client Care Partner will write to you within 14 days of receiving a request for a review confirming their final position on your complaint and explaining their reasons.
If your concerns are not resolved through our Complaints Policy or you have not received a response within 8 weeks of your complaint you may wish to refer your matter to an outside agency, the Legal Ombudsman.
The Legal Ombudsman is an independent and consumer focused ombudsman set up to resolve complaints about lawyers in England and Wales. Further details can be found on their website www.legalombudsman.org.uk. They can also be contacted on 0300 555 0333, in writing to Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or by email to email@example.com.
The time limits for the Legal Ombudsman to accept a complaint are as follows: –
- 6 years from the date of the act/omission complained of; and
- 3 years from the date from when the complainant should have known about the complaint
The time limit for you to complain to the Legal Ombudsman is 6 months from the end of our complaints process.
Alternative complaints bodies such as ProMediate exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We do not agree to use this scheme as we consider that you, as a consumer, have adequate protection through the Legal Ombudsman service.