If something goes wrong we would like clients to tell us as soon as possible so that we can address concerns as soon as possible.
Complaints handling procedure
If you would like to discuss how our service could be improved, the level of a bill, or should there be any aspect of our service with which you are not satisfied, please contact the person in our firm responsible for complaints handling: Cheryl Attrill, Practice Manager, by phone on 01225 285222, by email email@example.com or by post to Mitchell Law Limited, Heywood House, Heywood, Westbury, Wiltshire, BA13 4NA.
Our complaints procedure is as follows:
If a client raises a service-related or other issue with the lawyer with day-to-day responsibility for the matter, the lawyer will attempt to resolve it to the client’s satisfaction. Details of the issue will be notified to the Practice Manager and Director for information only at this stage.
If the lawyer is unable to resolve the issue to the client’s satisfaction it will be referred to the Practice Manager for consideration.
The Practice Manager will acknowledge the complaint in writing within five working days and explain how the complaint will be handled and in what timeframe they will be given an initial and/or substantive response.
The Practice Manager will investigate the matter by reviewing the matter file and speaking to the member of staff concerned. Where appropriate, the Director will also review the matter. If, for some reason, the matter cannot be investigated within the timeframe provided in the acknowledgement letter, then we will write to the client notifying them of this together with the reason why and giving a revised timescale.
As soon as the investigation has been completed, the client will be given an explanation of the outcome of the complaint, either verbally or in writing.
Where a complaint is upheld, appropriate forms of response include:
- an apology at the earliest opportunity, coupled with an explanation of what, if anything, went wrong;
- details of any changes made to the firm’s procedures or systems;
- prompt and proportionate redress which may, where appropriate, include the reduction or cancellation of a bill; or
- or notification to the client of his or her right to see another solicitor and obtain advice on whether we have been negligent.
If the client is satisfied with our response following the above steps, that will be the end of the matter.
If the client is not satisfied with the outcome, they should notify the Practice Manager who will then arrange for the Director to review the decision. The Director will then write to the client within fourteen days of the receiving the request with confirmation of the firm’s final position in relation to the complaint, outlining the reasons and any final redress that is offered.
In all cases, the client has the right to complain to the Legal Ombudsman Service once the firm’s internal procedure has been completed.
The client must allow the firm at least eight weeks to resolve his or her complaint before involving the Legal Ombudsman but subject to that, the client should contact the Legal Ombudsman as soon as they can.
Any complaint to the Legal Ombudsman should be made within six months of completion of the firm’s formal complaints procedure. The time limits for making a complaint are six years from the act or omission giving rise to the complaint, or three years from when the complainant should reasonably have known that there were grounds for complaint.
The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.
As at 30 April 2014, the financial limit on compensation the Legal Ombudsman can award is £50,000, but the power to disallow costs is unlimited. The Legal Ombudsman may be reached as follows:
0300 555 0333
+44 121 2453050
PO Box 6806
Solicitors Regulation Authority
We are authorised and regulated by the Solicitors Regulation Authority (SRA). If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit:
For further information about our complaints handling procedures or to request a copy of our complaints policy, please do not hesitate to contact Cheryl Attrill, by phone on 01225 285222, by email firstname.lastname@example.org or by post to Mitchell Law Limited, Heywood House, Heywood, Westbury, Wiltshire, BA13 4NA.