Complaints Procedure and Policy

If you are not happy with our service, please let us know. The sooner a problem is made known to us, the easier it is to resolve. If, after speaking to the person(s) dealing with the matter you are still not satisfied, please contact the Complaints Partner Mr S Morrison (stephen.morrison@thurstanhoskin.co.uk or 01209 213 646). If that is not appropriate you can ask to speak to Ms B Archer (barbara@thurstanhoskin.co.uk or 01209 213 646) as Practice Manager and Partner.

We will review the file and your complaint and contact you. A meeting can be arranged if you wish, and it is appropriate. Please be assured that making a compliant will not affect how we handle your case.

 

Receipt of your complaint:

On receipt of your complaint, we will:

  • Aim to send you a letter or email acknowledging your complaint within five days, and if appropriate we will ask you to clarify or explain the complaint further.
  • Record your complaint in our central register.
  • Then or on receipt of the further information if requested, investigate your complaint, examine the relevant file and speak with members of staff as appropriate.
  • Thereafter write, telephone, email or arrange a meeting to discuss and hopefully resolve your complaint or to seek further clarification from you. We aim to respond to you within fourteen days of our acknowledgement letter, but please bear in mind that in some cases our investigations may take longer.
  • Write to you again after receiving your request for a review, setting out our final position on your complaint and explaining our reasons. We will also give you the address of the Legal Ombudsman. If you remain dissatisfied, you may contact them about your complaint.

 

We recognise that we are all human and mistakes can be made, we aim to manage all clients' expectations of the service they can expect, but in some case we may fall short. We always review complaints to learn valuable lessons and make the necessary adjustments to our procedures and processes.

 

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 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 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk.

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ.

 

What to do if you are unhappy with our behaviour:

The Solicitors Regulation Authority (SRA) 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 (www.sra.org.uk).