Complaints Procedure
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 to resolve the problem. In the first instance contact the person who is working on your case to discuss your concerns and the fee earner or their superior will do their best to resolve any issues.
If you wish to formally complain about our service then you should write to the principal of the firm, Marveen Smith (marveen@painsmith.co.uk), stating the reason for your complaint in as much detail as possible. We will acknowledge your complaint within seven days of receipt and provide a full response within 14 days or give a timescale by which we will respond. We will deal with your complaint fully within 8 weeks of it being made. If we fail to keep to these timescales or you remain unsatisfied you are entitled to take the matter to the Legal Ombudsman who will investigate and deal with your concerns.
What to do if we cannot resolve your complaint:
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how the matter is handled.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have and you do not consider our response is satisfactory, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
and usually - No more than one year from the date of act or omission; or
- No more than one year from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them directly:
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 09.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour:
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for matters such as dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability, or other characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
