Complaints Handling 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, so that we can do our best to resolve the problem for you.

In the first instance it maybe helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

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 we handle your case.

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
• No more than one year from the date of act or omission being complained about; or
• No more than one year from the date when you should reasonably have known that there was cause for complaint.

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

Legal Ombudsman,
PO Box 6167
Slough
SL1 0EH

Telephone 0300 555 0333 (Monday to Friday between 9am and 5pm).

Email: enquiries@legalombudsman.org.uk

Website: visit www.legalombudsman.org.uk

What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like 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 at
https://www.sra.org.uk/consumers/problems/

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.

If you have a complaint, please contact us with the details. We would ask that you set out details in writing (by email or letter) clearly indicating the grounds for your complaint so that we can reply fully and address all the issues. We have eight weeks to consider your complaint. If we have not resolved it within this time you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from lawyers.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within two working days of us receiving the complaint, enclosing a copy of this procedure. You will not be charged for any time taken in handling your complaint.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Principal, Fiona Goode, who will review your matter file and speak to the member of staff who acted for you.
3. Fiona Goode will then invite you to a meeting or arrange a telephone call to discuss the issues. She will aim to do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting or telephone call, Fiona Goode will write to you to confirm what took place and any solutions she has agreed with you.
5. If you do not want a meeting or it is not possible, Fiona Goode will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 28 days of sending you the acknowledgement letter.
6. If requested we will review our response and write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. If we have not resolved your complaint within 8 weeks you may complain to the Legal Ombudsman.
7. If you are not satisfied with our handling of your complaint you can then ask the Legal Ombudsman to consider your 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.
8. For further information, you should contact the Legal Ombudsman whose contact details are:Legal Ombudsman,
   PO Box 6167
   Slough
   SL1 0EH

   Telephone 0300 555 0333 (Monday to Friday between 9am and 5pm).

   Email: enquiries@legalombudsman.org.uk

   Website: visit www.legalombudsman.org.uk

John Birkby & Co
October 2023
Authorised and regulated by the Solicitors Regulation Authority
SRA number 514018