Your Right to Make a Complaint
Our Complaint Procedure
This is the procedure available to and submitted to clients on receipt of any complaint.
You have the right to complain to us.
You will not be charged for any time spent handling your complaint.
You can request a copy of this Complaint Procedure at any time.
We issue all clients with a copy of this Complaint Procedure:
- On instruction of our Firm.
- When you raise a complaint.
We shall aim to deal with any complaint that we may receive promptly, fairly, openly, and effectively.
2. Making a Complaint
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately so that we can do our best to resolve the problem.
In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at that stage. If you do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the client care letter we sent you at the beginning of your matter.
If you do not feel able to raise your concerns with either the fee earner or their supervisor, or if you have raised your issues with the fee earner and you are still not satisfied with the response, you can refer the matter to the Firm’s Complaints Manager, who is Mitchell Griver, by emailing [email protected] or writing to 6 Cavendish Place, London W1G 9NB.
Making a complaint will not affect how we handle your case.
If you need to make a complaint, you should:
- Complain as soon as possible.
- Provide your full name and contact details.
- Provide us with your file reference number if you have it.
- Be clear on what the issue is and how you would like it to be resolved.
- Allow us up to eight weeks to resolve your complaint.
If you require any help in making your complaint, we will try to help you.
If you have a complaint, please contact Mitchell Griver, our Client Care Partner on 020 7616 5300 or [email protected] or write to 6 Cavendish Place, London, W1G 9NB.
If we have to change any of the responsibilities or the timescales set out below, we will let you know and explain why.
What will happen next?
- Within three days we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate, we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.
- We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant matter file.
- If appropriate we will then invite you to meet Mitchell Griver to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you within 14 days of sending you the acknowledgement letter. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write fully to you setting out our views on the situation and any redress that we would feel to be appropriate, within 21 days of sending you the acknowledgement letter.
4. Within three days of any meeting, we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
5. At this stage, if you are still not satisfied, please let us know why you remain unhappy with our response. We will then arrange to review our decision. We would generally aim to do this within 10 days of receiving your request for a review. This will happen in one of the following ways.
- Mitchell Griver will review his own decision.
- We will arrange for someone else in the firm who has not been involved in your complaint to review it.
- Another Partner will review your complaint within 10 days of receiving your request for a review.
- We will ask our local law society or another local firm of solicitors to review your complaint. We will let you know how long this process will take.
- We will invite you to agree to independent mediation. We will let you know how long this process will take.
- We will let you know the result of the review within five days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman at the Office of Legal Complaints (OLC). If you are still not satisfied, you can contact them about your complaint. We very much hope that this will not be necessary.
- Usually, we are allowed eight weeks from receipt of your complaint to endeavour to resolve it. If we have not resolved it to your satisfaction within this time, you may complain to the Legal Ombudsman.
The Legal Ombudsman’s Role
- The Legal Ombudsman is an independent Ombudsman scheme that resolves complaints about lawyers. The Legal Ombudsman will normally only consider a complaint after the complainant has made the complaint to the practice and the practice has failed to resolve it to the complainant’s satisfaction.#
- The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. The Legal Ombudsman will only extend these time limits if they determine it to be fair and reasonable to do so.
- Only individuals, small businesses and charities can use the Legal Ombudsman’s service.
- You can contact the Legal Ombudsman about your complaint in the following ways:-
- by telephone on 0300 555 0333 between 8.30am to 5.30pm. For minicom call 0300 555 1777.
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded any may be used for training and monitoring purposes.
- via their website: legalombudsman.org.uk;
- by letter to: P O Box 6806, Wolverhampton WV1 9WJ until 22nd January 2024 and thereafter Legal Ombudsman PO Box 6167 Slough SL1 0EH or
- by email at [email protected] about your complaint.
- A complainant to the Legal Ombudsman must be one of the following:
- An individual.
- A micro-enterprise as defined in European Recommendation 2003/361/EC of 6 May 2003 (broadly, an enterprise with fewer than 10 staff and a turnover or balance sheet value not exceeding €2 million).
- A charity with an annual income less than £1 million.
- A club, association or society with an annual income less than £1 million.
- A trustee of a trust with a net asset value less than £1 million; or a personal representative or the residuary beneficiaries of an estate where a person with a complaint died before referring it to the Legal Ombudsman.
- If you do not fall into any of these categories, you should be aware that you can only obtain redress by using our Complaints Handling Procedure or by mediation or arbitration, or by taking action through the Courts.
Please see below links for the Legal Ombudsman’s ‘Here to Help’ leaflet and additional factsheets:
Kindly note that you have the right to object to your bill by making a complaint to the appropriate body referred to above and/or by applying to the Court for an assessment of the bill under Part III of the Solicitors’ Act 1974 and, if all or part of our bill remains unpaid, we may be entitled to charge interest.
We shall not be obliged to comply with the above in relation to any Dispute in which we seek:
- an order or award (whether interim or final) restraining you from doing any act or compelling you to do any act; or
- a judgment or award for a liquidated sum to which here is no arguable defence (provided that the exception shall cease to apply, and the Dispute may be referred to arbitration on the application of either party if the court decides that you should have permission to defend the claim); or
- the enforcement of any agreement reached, or any binding order, award, determination or decision made pursuant to the above.
nor shall anything in this paragraph inhibit us at any time from serving any form of demand or notice or from commencing or continuing with any bankruptcy, winding up or other insolvency proceedings.
Nothing in this policy shall prevent you at any time from referring any matter to the body or bodies for the time being charged with the regulation of solicitors.
For more information, please contact Mitchell Griver at [email protected]