LincsLaw Solicitors are committed to providing a high-quality legal service and to dealing with all our clients and third parties fairly. However, we acknowledge that we may not always get things right so if something has gone wrong we need you to tell us.
What is a “complaint”?
We use a common definition of a complaint, namely:
“An expression of dissatisfaction about our service, whether expressed orally or in writing, where a response from us would be reasonably required or expected”
How do I make a complaint?
You can contact us in writing (by letter, fax or email), or you can speak to our Complaints Manager, Steven Ratcliffe, whose contact details are:
2 Lime Kiln Way
To help us understand your complaint, and in order that we do not miss anything, please tell us:
- Your full name and contact details
- What you think we have got wrong
- What you hope top achieve as a result of your complaint
- Your case/file reference number (if you have it)
If you require any help in making your complaint, we will try to help you.
How will you deal with my complaint?
We will record and assess your complaint as soon as possible.
If we consider it to be a valid complaint (see the definition at 2 above), we will write to you within 3 (three) working days acknowledging your complaint and enclosing a copy of this Policy. If we do not consider it to be a valid complaint, we will inform you in writing giving reasons for our view.
We will then investigate your complaint. This investigation will usually be undertaken by our Complaints Manager. If the complaint is about the Complaints Manager it will be investigated by our Managing Director, Sally Hubbard. Her contact details are the same as set out in 3 above.
The investigation will involve:
- Reviewing your complaint
- Reviewing your file and any other relevant documents
- Speaking with the person(s) who dealt with your matter
We may also need to ask you for further information or documentation. If so, we will ask you to provide this within a specific and reasonable time period.
We may also ask you to a meeting to discuss your complaint. You do not have to attend such a meeting if you do wish or are unable to do so. Alternatively, we will be happy to discuss the matter by telephone or, if appropriate, we could visit you at your home if you would prefer.
We will update you on the progress of your complaint at regular intervals.
We aim to complete the investigation within 15 (fifteen) working days of the date of our letter acknowledging your complaint.
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint if it is upheld.
What if I am not satisfied with the outcome(s)?
If you are unhappy with the outcome of our investigation please let us know as soon as possible and we will look again at the matter. This review will be carried out within a further 10 (ten) working days.
In every case, and to comply with the relevant requirements, we will (save in exceptional circumstances of which we will make you aware), complete our entire response to your complaint (including any investigation and review) within 40 (forty) working days/8 (eight) working weeks of the date of receipt of your complaint.
If you are still dissatisfied, you can ask the Legal Ombudsman (LeO) to intervene. You can contact the LeO as follows:
By post: PO Box 6806, Wolverhampton, WV1 9WJ
By telephone: 0300 555 0333
By email: email@example.com
You must usually refer your complaint to the LeO within 12 (twelve) months of our final written response to your complaint. Further details are available on the LeO website: www.legalombudsman.org.uk. Please do not send original documents to the LeO.
If you are a client and we have made a contract with you by electronic means you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service can be found at http://ec.europa.eu/odr. Our email address is firstname.lastname@example.org.
What will it cost to complain?
We will not charge you for handling your complaint.
However, please note that, if we have issued a bill for work done on the matter the complaint relates to and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding whilst we deal with your complaint.
In addition, the LeO may not deal with a complaint about your bill if you have already applied for it to be assessed by a court.
The Legal Ombudsman service is free of charge.