Client Complaints Policy
Peter Edwards Law is committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.
How do I make a complaint?
If at any point you become unhappy or concerned about the service we have provided to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint then you can access our full complaints procedure here.
To help us to understand your complaint and in order that we do not miss anything please tell us:
a) your full name and contact details;
b) what you think has gone wrong;
c) what you hope to achieve as a result of your complaint;
d) your file reference number.
If you require any help in making your application we will try to help you.
We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss matters with you on the telephone.
We will update you on the progress of your complaint at appropriate times.
We will write to you by letter, fax or email at the end of our investigations to tell you that we have done what we have done and what we propose to do to resolve your complaint. We will send a detailed, written response within fifteen working days of concluding our investigation.
What if I am not satisfied with the outcome?
If you are unhappy with the outcome of our complaints handling procedure please let us know and we will review the matter.
If you are still unhappy and if we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers.
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:
- No more that 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 have realised that there was cause for complaint.
and
- Within six months of receiving a final response to your complaint.
If you would like more information about the Legal Ombudsman please contact them:
Visit www.legalombudsman.org.uk
Call 0300 555 0333 between 10am to 4pm.
Tel: 0300 555 0333
Email enquiries@legalombudsman.org.uk
Legal Ombudsman PO BOX 6167, Slough, SL1 0EH
What will it cost?
We will not charge you for handling your complaint. Please note that if we have issued a bill for work done on the matter and all or some of the bill is not paid we may be entitled to charge interest on the amount outstanding as outlined in your Terms of Business letter. The Legal Ombudsman service is free of charge.
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.