CLIENT COMPLAINT PROCEDURE INFORMATION SHEET
(Regulated by the Solicitors Regulation Authority No. 71250)

Making a complaint will not affect how we handle your case and we will make no charge for activating the firm’s complaint’s procedure.

1. COMPLAINT TO HENCHLEYS SOLICITORS

Our Complaints Policy

We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

Our Complaints Procedure

If the matter involves a misunderstanding and a request for clarification rather than an actual complaint reception staff and/or the relevant fee earner will endeavour to provide such clarification.

If you have a complaint, write to us with the details.

What Will Happen Next?

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 working days of us receiving your complaint.
2. We will record your complaint in our central register.
3. We will confirm what will happen next.
4. We will then start to investigate your complaint. This will normally involve the following steps:
   • We will pass your complaint to Mr Henchley, our Client Care Principal
   • He will ask the member of staff who acted for you to reply to your complaint
   • He will then examine their reply and the information in your complaint file
5. Mr Henchley will then write to you or invite you to meet him or speak with him at the telephone to discuss and hopefully resolve your complaint.
6. Most complaints should be capable of conclusion within 21 days to include:
   • Receipt of complaint
   • Internal investigation
   • Report to client
   • Agreeing outcome and steps to be taken (if any)
   If any particular complaint involves complex issues so that the complaint procedure cannot be concluded within 21 days we will agree a time frame with you and confirm the steps which are being taken
7. At this stage, if you are still not satisfied, you can write to us again. We will arrange to review the file. We will confirm to you the outcome of such review as soon as practically possible. The length of time taken will depend on such matters as the extent of paperwork to be reviewed the nature of any complaint.
8. Once your complaint has been dealt with by Henchleys Solicitors and if you remain dissatisfied with the response from this firm, you can ask the Legal Ombudsman to consider the complaint (see below).

2. COMPLAINT TO THE LEGAL OMBUDSMAN

When complaints can be referred to the Legal Ombudsman

Ordinarily, a complainant cannot use the Legal Ombudsman service unless the complainant has first engaged the firm’s complaint’s procedure.

A complainant can refer an unresolved complaint to the Legal Ombudsman if the complaint has not been resolved to the complainant’s satisfaction within 8 weeks of being made to the relevant person at this firm.

Time limits

Before accepting a claim for investigation, the Legal Ombudsman will check that you have first tried to resolve your complaint with this firm. If so:

1. You must take your complaint to the Legal Ombudsman within 6 months of receiving this firm’s final response to your complaint, and;
2. No more than one year from the date of the act or omission the subject of your complaint; or
3. No more than one year from the date when you should reasonably have known that there was a cause for complaint.

Legal Ombudsman's contact details:

The Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Telephone: 0300 555 0333
Visit www.legalombudsman.org.uk

3. COMPLAINT TO THE SOLICITORS REGULATION AUTHORITY (SRA)

The SRA can help if you are concerned about our behaviour. This could be things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website (www.sra.co.uk) to see how you can raise your concerns with the SRA.