We are committed to providing a high quality legal service to all of our clients. Our definition of a ‘complaint’ is any expression of dissatisfaction – so when something is wrong we need you to tell us about it. This will help us to continually monitor and improve our standards. This also includes complaints about your Bill.
If you have a complaint, please contact us with the details. In the first instance, this should be to our Practice Manager, Richard Moss, either by email to: firstname.lastname@example.org or by letter to our Huddersfield office, at 6/8 New North Parade, HD1 5JP. Your complaint will be recorded in our central register, a separate file opened and the progress of the complaint monitored throughout.
What will happen next?
The Legal Ombudsman is the independent body established by the Office for Legal Complaints under the Legal Services Act 2007, to deal with complaints against Solicitors.
The Legal Ombudsman may:
Before it will consider a complaint, the Legal Ombudsman generally requires that the firm’s internal Complaints Procedure (outlined above) has been exhausted. If the Legal Ombudsman is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further. You will have to bring your complaint to the Legal Ombudsman within 6 months of receiving a final response from us about your complaint and 6 years from the date of the act or omission, giving rise to the complaint. Alternatively, 3 years from the date you should reasonably have known there are grounds for complaint.
The Legal Ombudsman’s address and contact details are:
THE SOLICITORS REGULATION AUTHORITY
The Solicitors Regulation Authority (SRA) 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 characteristic.
You can raise your concerns with the Solicitors Regulation Authority @ www.sra.org.uk/consumers/problems/report-solicitor.page
ALTERNATIVE DISPUTE RESOLUTION SCHEMES
Alternative complaints bodies (such as Ombudsman Services www.ombudsman-services.org/ ) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
However, we don’t currently agree to use this Alternative Dispute Resolution service in view of the availability of the independent Legal Ombudsman Service established under the Legal Services Act 2007. We are bound by our Regulatory Code to comply with the Legal Ombudsman.
CONTRACTS ENTERED INTO ONLINE
If we are unable to resolve your complaint which relates to a contract entered into online, you may contact the Online Dispute Resolution providers by accessing the following link http://ec.europa.eu/consumers/odr
Ian Holmes and David Wells are the STEP accredited Solicitors for Bailey Smailes
David Wells is the SFE accredited Solicitor for Bailey Smailes