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

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 if not Mr K. Henchley. You can expect to receive our letter within 7 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 K.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 and, if necessary, invite you to meet him and 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 Complaints Service or the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ to consider the complaint. Normally you will need to bring a complaint to the Legal Ombudsman:
   • within six months of receiving a final written response from us about your complaint.
   • No more than six years from the date of act/omission; or
   • No more than three years 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.

Contact details:

Visit www.legalombudsman.org.uk
Call 0300 555 0333 between 9am to 5pm.
enquiries@legalombudsman.org.uk
Address as above.

We will make no charge for activating our complaints procedure