Clients Complaints Policy
Our complaints policy
Graham Withers & Co Inc Warren Upton & Garside is committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Our definition of a complaint
This firm defines a complaint as: an expression of dissatisfaction made in relation to the legal services, client care or complaints management process provide by the firm where a response or resolution is explicitly or implicitly expected.
Our complaints procedure
How do I make a complaint?
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. Contact can be made in writing (by letter, fax or email) or by speaking with our client care consultant whose contact details are:
Ms Hannah Walker, Murivance House, Town Walls, Shrewsbury Shropshire SY1 1JW
Email: email@example.com Telephone: 01743 236345
To help us understand your complaint and in order that we do not miss anything please tell us:
• your full name and contact details
• what you think we have got wrong
• what you hope to achieve as a result of your complaint and
• your file reference number (if you have it)
If you require any help in making your complaint we will try to help you.
What will happen next? / How your complaint will be dealt with
1. We will record your complaint in our records
2. We will write to you within five working days of receipt of your complaint acknowledging it and enclosing a copy of this procedure.
3. We will then investigate your complaint. This will normally involve:
• reviewing your complaint
• reviewing your file(s) and other relevant documents and
• speaking with the member of staff who acted for you
• We may also need to ask you for further information or documents which we will ask you to provide within a specified period of time.
4. Hannah Walker may also, if appropriate invite you to a meeting to discuss and, it is hoped, resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
5. Within three days of that meeting, She will write to you, to confirm what took place and any solutions he has agreed with you.
6. If you do not want a meeting or it is not possible, Hannah Walker will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
7. We will update you on the progress of your complaint at appropriate times
What if I am not satisfied with the outcome?
1. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision.
2. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
3. If you are still not satisfied, you can ask the Legal Ombudsman to look into your complaint, so long as it is within their time limits. Contact details are:
• by post at PO Box Box 6806, Wolverhampton, WV1 9WJ
• by telephone 0300 555 0333 or
• email: firstname.lastname@example.org
Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service and time limits at www.legalombudsman.org.uk.
What will it cost?
We will not charge you for handling your complaint.
If we have to change any of the timescales above, we will let you know and explain why.
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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/report-solicitor/