Complaints Procedure

Complaints

 

We hope that you will not have any cause to complain about the service provided to you but should you have cause to complain our complaints procedure can be found below

Leg Injury

Internal Procedure

We hope that you will not have cause for concern about the service that you obtain from the Firm, however, please see the following steps to follow if you find yourself dissatisfied:

Step 1

 

Please convey your dissatisfaction to the Solicitor dealing with your case and give him/her the opportunity to remedy the situation before submitting a written complaint.

Step 2

 

If the Solicitor is not able to remedy the situation, or you feel that you have exhausted every avenue with the Solicitor then please submit a written complaint to Michael Davies, Senior Partner, or Matthew Davies, Partner, if Michael Davies is dealing with your matter.

Step 3

 

We will acknowledge the complaint within 3 working days.

Step 4

 

Within 14 days you will be invited for a meeting to try and resolve the complaint.

Step 5

 

Within 3 days of that meeting we will write to you to confirm the outcome. If you are still not satisfied, then please respond to the letter outlining your reasons.

Step 6

 

A review of the decision will be instigated and a final written response to your complaint sent within 10 days of your letter in step 5. If you are satisfied at this stage, then we will close the case.

If you are not satisfied then you are free to explore other avenues, as shown in the following below

External complaints

Legal Ombudsman

 

The Legal Ombudsman investigates complaints about service issues with lawyers.  Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.  If you would like more information about this service, including the time limits for take a case to them, please contact the Legal Ombudsman directly.  You can find out more about their service by visiting www.legalombudsman.org.uk or contacting them on 0300 555 0333.

The Solicitors Regulation Authority (SRA)

 

The Solicitors Regulation Authority is the Law Society’s regulatory body in England and Wales. The SRA regulates more than 100,000 solicitors. Serious complaints are referred to the SRA, and they can suspend Solicitors, levy fines, and in severe cases, the solicitor can be struck off. 

The mandatory principles of the SRA and the increase in Compliance Officers have meant that there has been a huge increase in the number of complaints about solicitors. 

SRA’s Principles

The SRA has ten mandatory principles for Solicitors. They must:

  • act with the utmost integrity

  • uphold the proper administration of justice and the rule of law

  • remain independent without compromise

  • act in the client’s best interests

  • ensure clients receive correct service standard 

  • maintain public trust in themselves and the legal profession in general

  • fulfil regulatory and legal obligations, working with Ombudsmen and Regulators in a co-operative, timely, and open manner

  • ensure there are sound risk and financial management principles in how they operate in terms of their role and business

  • work in a way that ensures equal opportunities are available for all and in respecting diversity

  • protect client’s assets and money

Raising a complaint with the SRA

The SRA primarily deals with complaints and issues surround the conduct and behaviour of a solicitor. They can act when a solicitor:

  • lies or is dishonest

  • steals from clients

  • commits fraud

  • discriminates

  • closes down without informing customers

  • alternatively, breaks the SRA’s principles in any other way as mentioned above. 

 

Contacting the SRA

 

You can contact the SRA:

Contact us to find out more or to arrange a consultation with an experienced personal injury solicitor in Newtown or Llanidloes.