Discrimination and Complaints

Non Discrimination Policy

As with all solicitors PainSmith operates a strict equal opportunities and anti-discrimination policy. A copy of our policy can be downloaded in adobe pdf format below.

Download Anti-Discrimination Policy


Nobody likes complaints but we believe that the best way to deal with them is to be prompt, efficient, and courteous. While we hope that you will have no cause to complain about our services, should you do so we will investigate your complaint rigorously, admit any errors we have made, ensure that you do not suffer any loss as a result of our mistakes, amend our procedures where necessary to make sure that it does not happen again, and apologise. If you wish to complain about some aspect of our service then you can call or email us but we would prefer that you write to the principal of the firm, Marveen Smith, stating your complaint in as much detail as possible. We will acknowledge your complaint within seven days of receipt and provide a full response within 31 days or give a timescale by which we will respond. We must 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 mediation or the Legal Ombudsman.

Our alternative dispute resolution provider under The Alternative Dispute Resolution for Consumer Disputes (Amendment) Regulations 2015 is the Ombudsman Service Limited, The Brew House, Wilderspool Park, Greenall’s Avenue, Warrington, WA4 6HL.

We are prepared to mediate appropriate disputes by mediators provided by The Ombudsman Service Limited and their associated companies, and European Administration Limited trading as Clerksroom Mediation.

The Clerksroom Mediation details are as follows:

Post: Equity House, Blackbrook Park Avenue, Taunton, TA1 2PX

Telephone: 0845 083 3000

Email: mail@clerksroom.com
Website: http://www.clerksroom.com

You also have the right to complain to the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers. 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, then you must take your complaint to the Legal Ombudsman:

     -Within six months of receiving a final response to your complaint; and

     -Six years from the date of act/omission; or

     -Three years from when you should reasonably have known there was cause for complaint(only if the act took place more than six years

The act or omission, or when you should have reasonably known there was cause for complaint, must have been after 5 October 2010.

If you would like more information about the Legal Ombudsman please contact them.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 8.30am to 5.30pm.

Email: enquiries@legalombudsman.org.uk

Post: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ