Client Complaints Procedure

Our complaints policy

 

We are committed to providing a high quality legal service to our clients.  When something goes wrong we need you to tell us about it.  This will help us to improve our standards of service.

 

In the first instance, whenever possible, it may be helpful to raise any concerns you may have with the person who is working on your case and we will do our best to resolve any issues at this point.  If the matter still has not been resolved to your satisfaction and you wish to make a formal complaint please contact us either in writing (by letter or email) or by speaking with our Managing Partner:-

 

Mr Paul Harfitt

Harfitts Solicitors

The Old Bank

20 High Street

WEM

Shropshire  SY4 5AA

 

01939 232775 or by email at [email protected]

 

In order for us to fully understand your complaint and to ensure that we have all the information please tell us:

 

• Your full name and contact details
• Full details of your complaint
• What you hope to achieve as a result of your complaint
• Your file reference number

 

What happens next

 

1. We will send you a letter acknowledging receipt of your complaint within 7 working days of our receiving the complaint, enclosing a copy of this procedure.
2. We will then investigate your complaint which will usually be carried out by our Managing Partner, Mr Paul Harfitt, by reviewing your matter file and liaising with the person who dealt with the matter.
3. It is possible that we may need to request further relevant information or documents from you.
4. Within 15 days of sending you the acknowledgement letter we may also invite you to meet with us to discuss your complaint, if appropriate.  You will not be required to attend any meeting if you do not wish to do so or if you are not able.  We will be happy to discuss the matter over the telephone.
5. At appropriate times, we will update you on the progress of your complaint.
6. Once our investigation into your complaint has been completed, we will write to you with our findings and provide proposals to resolve the matter.  We aim to do this within 30 days of the date of our letter of acknowledgement.
7. If you are not happy with the outcome of our investigations please let us know in the first instance and we will review the matter.

 

What to do if we are unable to resolve your complaint

 

If you are still not happy or satisfied with our proposed solution to resolve your complaint or our decision you may then refer your complaint to the Legal Ombudsman.  They will independently review your complaint.  This 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 this is the case, then you must take your complaint to the Legal Ombudsman within six months of receiving our final response to your complaint and no more than one year from the date of the 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.

 

 

Contact details for the Legal Ombudsman are as follows:

 

Website:                      www.legalombudsman.org.uk

Telephone:                  0300 555 0333 between 09.00 and 17.00

By email:                     [email protected]

By post:                       PO Box 6167, Slough, SL1 0EH

 

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 its website www.sra.org.uk to see how you can raise your concerns with the Solicitors Regulation Authority.