Compliants 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 we would encourage you to inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact an advisor who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you still have queries or concerns, please contact Mr Rob Johnson, supervising Solicitor to SVS HOUSE Hampden Road Chalfont St.Peter Gerrards Cross Bucks SL9 9RU (rob@svssolicitors.com)  or by telephone on 01753 889123. Your right to complain might relate to the way in which your matter is being handled or the fee we are seeking from you.

For further information or if you want to make a formal complaint, then you can read our full complaints procedure below.   In our procedure, we explain how we will handle a formal complaint.  We also explain the role of the Legal Ombudsman and the Solicitors Regulation Authority and provide useful contact details so that you can be properly aware of your rights and the options available to you.

Our Complaints Handling Procedure

We are authorised and regulated by the Solicitors Regulation Authority (SRA).  We are committed to high quality legal advice and client care and aim to offer all our clients an efficient and effective service.   However, if our clients would like to discuss how the service to them could be improved, the level of their bill, or should there be any aspect of our service with which they are not satisfied, we ask them to please contact the person in our firm responsible for complaints Handling: Mr Rob Johnson, Supervising Solicitor on 01753 889123  and rob@svssolicitors.com or by post to SVS HOUSE Hampden Road Chalfont St.Peter Gerrards Cross Bucks SL9 9RU.

We are committed to high quality legal advice and client care and are keen to resolve any concerns as soon as possible and in order to do this, will follow our complaints handling procedure.

Our complaints procedure is as follows:

Step One:

If they have not already done so, we ask our clients to let us know the full nature of the problem.

Step Two:

Our Complaints Handling Representative will write to the client acknowledging their complaint within five working days.  In this letter, we shall confirm what happens next.

Step Three:

Our complaints Handling Representative shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within five working days of acknowledging receipt of the complaint.  If, for some reason, the matter cannot be investigated in this timeframe, then we will write to the client notifying them of this together with the reason why and giving a revised timescale.

Once the investigation has been completed, our Complaints Handling Representative shall invite the client to a meeting to discuss the issue(s) they have raised and hopefully resolve the complaint.  This meeting will take place within fourteen days of sending the acknowledgement letter to the client.  Following the meeting, our Complaints Handling Representative shall write to the client within five working days of the meeting to confirm the discussion and the solution agreed upon.

If the client does not want to or is unable to attend such a meeting (or the meeting is not necessary), we will be happy to send the client a detailed, written response, including the proposed solution, within fourteen working days of sending the letter acknowledging receipt of the complaint.

Step Four:

If the client is satisfied with our response following the above steps, that will be the end of the matter.  However, if the client is not satisfied, they will be invited to contact our Complaints Handling Representative again and he will arrange for another senior member of staff who is unconnected with the matter to review the decision.   He will write to the client within fourteen days of receiving the request with confirmation of the firm’s final position in relation to the complaint, outlining the reasons and any final redress that is offered.

 

Step five: Other avenues

 

Clients must always try complaining to us first. In most cases they will not be able to take their complaint further without allowing us the opportunity to put things right.

 

Legal Ombudsman

 

You must refer to the Legal Ombudsman within One year of the problem you are complaining about happening.

 

You must bring the complaint forward within One year of becoming aware of this problem.

 

If you fail to complete your complaint within the new timeframe, it is unlikely that your complaint will be investigated.

 

 

If you are in need of the Legal Ombudsman details, these are:

 

0300 555 0333

Legal Ombudsman PO Box 6167 Slough SL1 0EH

https://www.legalombudsman.org.uk/

enquiries@legalombudsman.org.uk

 

Solicitors Regulation Authority

If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA).  There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).  For further information about the SRA’s role, please contact the SRA or visit:

https://www.sra.org.uk/consumers/problems/report-solicitor.page#report

Further Information

For further information about our complaints handling procedures, please do not hesitate to contact on Mr Rob Johnson, Supervising Solicitor on 01753 889123  and rob@svssolicitors.com or by post to SVS HOUSE Hampden Road Chalfont St.Peter Gerrards Cross Bucks SL9 9RU.