All of us at Pullen Davies Solicitors strive to provide to our clients a high quality service, which is competent and efficient, and which meets the expectations of our clients, both in terms of quality and the cost of the service. However, we are all human and occasionally there might be times when we, like all organisations, fall short of the high standards that we set ourselves.
If you feel that in your dealings with us, we have failed to fulfil our objective and are dissatisfied, then we have a procedure for dealing with complaints and this leaflet tells you what you should do in those circumstances.
How to Make a Complaint
You will have been sent a letter at the outset of your matter advising you of the person (who in the remainder of this policy is referred as the fee earner) who is dealing with it for you. If you are in any way dissatisfied, you should first of all take it up with the fee earner who will try to deal with your concerns. If you are not satisfied with the outcome you should ask the fee earner to refer it to Mr Nigel Pullen, the Principal.
If the fee earner dealing with your matter is Mr Pullen, then you should take it up with Mrs Jane Grainger, the Practice Manager.
What we will do
We will contact you within seven days of your initial complaint, to try to resolve the matters, which concern you. We may invite you to write a letter setting out details of your complaint and may arrange to see you in order to identify clearly those matters with which you are dissatisfied.
The sort of things which might give rise to a complaint could be, failure on our part to give proper attention to your matter, failure to advise you properly as to the law, failure to return telephone calls or reply to your letters or failure to provide you with adequate information regarding costs. These are only examples of concerns that can arise, and your complaint may be about something entirely different, but it would be helpful if you could specify at the outset, so far as possible, the precise nature of your complaint.
Once we have ascertained from you the nature of your complaint, the person investigating it will take all steps necessary to deal with it effectively. This may include discussing it with the fee earner or reading your file or asking you for further information. In any event we will endeavor to deal with your complaint within fourteen days although, in some cases, it may take a little longer. We will write to you to summarise your complaint and to tell you the results of our investigation and what we are prepared to do about it.
If our investigation reveals that we have failed to provide you with the service, which you are entitled to expect, we might offer to resolve your complaint in any one or a combination of the following;
- We will, in any event, write to you with an explanation of the matter which has given rise to your complaint;
- We might offer you an apology;
- We might offer to arrange for the matter to be dealt with by another fee earner;
- We might offer to reduce the fees which we would otherwise have charged in connection with the matter;
- In exceptional circumstances we might offer to make a payment to you by way of compensation
If we do not think your complaint is justified, then we will write to tell you this and explain why.
What happens if we have been unable to resolve your complaint to your satisfaction?
If this happens you should tell the person who has investigated your complaint and written to you with regard thereto, and you should also tell him/her what you would like us to do about it. We will then review the matter to see if we are able to reach any other conclusion regarding your complaint.
Please note that we will not make any charge for any work which we might do in dealing with any complaint.
If you are still not satisfied, you can then contact the Legal Ombudsman. Normally you will need to bring a complaint within 6 months of receiving a final response from us about your complaint and within 12 months of the act or omission complained of. The contact details are as follows; The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ Telephone 0300 555 0333. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.co.uk.