COMPLAINTS PROCEDURE

We are committed to providing the highest quality and standard of service to our clients. However, very occasionally, clients may feel that this standard has not been met.

 

If something goes wrong we would very much like you to tell us about it and would encourage you to contact your appointed solicitor as soon as possible, who will be more than happy to work with you to resolve any issues. Not only does this help us to maintain and improve the excellent standards of this practice, but also prevents difficulties arising in the first instance. All our members are extremely approachable and are here to help.

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Wherever possible, we will aim to resolve any complaints or concerns informally through direct discussion with your named solicitor or chartered legal executive. If this is not possible, then you have the right to make a formal complaint, under our Client Complaint’s procedure.

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SEN Legal Client Complaints Procedure:

The appointed Complaints Handler is Nicole Lee, Specialist Solicitor. She can be contacted either via telephone on 01284 723952, by letter, or by email at nicole.lee@senlegal.co.uk.

 

Complaints can be made either by telephone, letter or email. We are aware of our duties under the Equality Act 2010 to make reasonable adjustments to our Complaints Procedure for disabled clients to ensure that everyone can make a complaint and that our complaints process is accessible and fair. If there are adjustments to our process that you would like, please let us know and we will consider them. You will not be charged for making a complaint, and making a complaint will not prejudice or disrupt the handling of your case.

 

Once received, complaints will be acknowledged within 2 working days. This will include confirmation of who is handling your complaint. The complaint will be recorded on our central register within 7 days of receipt. We are required to deal with your complaint within 8 weeks of receipt at our offices. In most cases we would hope to have complaints resolved well in advance of the 8 weeks, however this is dependent upon the complexity of any complaint received, and how much additional information we may need to consider the complaint and reach a fair conclusion.

 

If your complaint has not been resolved at the end of our complaints process, then you have the right of make a complaint to either the Solicitor’s Regulation Authority, or the Legal Ombudsman. Where you direct your complaint, depends upon the nature of the complaint. This is explained below.

 

Legal Ombudsman:

If your complaint relates to the standard of service you have received, and the matter is not resolved at the end of our complaints process, you are entitled to ask the Legal Ombudsman of England and Wales to consider your complaint.

 

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 6 months of receiving a final response to your complaint; and

• 1 year from the date of act/omission; or

• 1 year from when you should reasonably have known there was cause for complaint.

 

The act or omission, or when you should have reasonably known there was cause for complaint, must have been after 5 October 2010.

 

If you would like more information about the Legal Ombudsman, please contact them directly. Contact details:

 

Visit www.legalombudsman.org.uk

 

Call 0300 555 0333 between 8.30am to 5.30pm. For minicom call 0300 555 1777

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.

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Email: enquiries@legalombudsman.org.uk

 

Address:  Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.

 

Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.

 

Solicitors Regulation Authority:

The SRA deal with cases where a complaint relates to an alleged breach of the SRA Principles. The SRA Principles can be found here:

 

http://www.sra.org.uk/solicitors/handbook/handbookprinciples/content.page

 

As an example, the SRA could help you if you think a solicitor might be dishonest or you have concerns about their behaviour, and these concerns have not been addressed at the end of the Complaints Procedure.

 

The SRA do not have the power to award compensation for poor service, or to reduce or refund your legal fees.

 

To submit a complaint to the SRA, you must complete the SRA complaint report form, and send it to the reports team at report@sra.org.uk or post to:

 

Solicitors Regulation Authority

The Cube

199 Wharfside Street

Birmingham

B1 1RN

 

If you make your complaint to the SRA or Legal Ombudsman and they consider your complaint should be dealt with by the other, then they will refer your complaint to the correct organisation.

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