Alderson LawComplaints Procedure
If you are unhappy about any aspect of our service or our professional charges, please discuss in the first instance with the person dealing with your matter. Should they not be able to resolve the issue to your satisfaction, please refer to the Partner in charge of the Department concerned. They will arrange to contact you and if required arrange a meeting with you to discuss the matter. The names of the persons concerned will be detailed in your Client Care Letter.
Information regarding our complaints procedure is detailed in our terms and conditions which will be sent with your Client Care Letter.
If you have a complaint you should contact Mrs Tracey Murray who is the Complaints Partner. If your complaint concerns the Complaints Partner, it will be referred to another Partner to deal with in accordance with this procedure.
Your complaint will be acknowledged in writing within seven days or as soon as possible thereafter by Mrs Murray or, in her absence, by another Partner.
Your complaint will be recorded in our Central Register so there is a formal record and further so that action in relation thereto can be reviewed.
Your complaint will be investigated by the Complaints Partner which will involve a review of your file and a discussion with the person dealing with your matter. Where the issues are relatively simple and the complaint does not arise during a holiday period for a person involved, we would look to complete investigations and respond to you within 14 days. Where matters are more complex or we require further information from you, the process can take a little longer but we would look to have at least a preliminary response to all complaints within 28 days. We have up to eight weeks to deal with your complaint.
It is our normal practice to deal with complaints in writing. The Complaints Partner will speak to clients on the telephone or to meet in person should you prefer it.
Should you not be happy with our initial response to your complaint, we will engage further with you in writing and if required invite you into the office to discuss the matter with a view to resolving the matter amicably.
There is no charge to you from us in dealing with your complaint.
At the end of the process, if you remain dissatisfied, you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act 2007 that deals with legal services complaints. Their telephone number is 0300 555 0333 or you can contact them by e-mail at email@example.com. Their address is Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ. You can access their website at www.legalombudsman.org.uk. You have six months from the date of our final letter in which to complain to the Legal Ombudsman.
If you have a complaint about our professional charges, you may have a right to object to your bill by applying to the Court for an assessment of the bill under Part III of the Solicitors Act 1974. Please note that if all or part of a bill remains unpaid, we may be able to charge interest on any sums outstanding.
Prompt notification of any issues obviously aids the investigation procedure. We would not normally consider a complaint arising more than six months previously unless it formed part of a series of issues or alternatively there were exceptional circumstances.