Complaints Handling Procedure

MK Ashton & Co Solicitors
133 Hawkhurst Road
Brighton BN1 9EB

 

Although we aim to provide a quality service which is responsive to our client’s needs there may be occasions when clients are disappointed in some way with the service provided.  This procedure aims to deal with such occasions as quickly and sensitively as possible.  The procedure applies to all staff working in the practice.

 

  1. At the start of any matter, clients must be sent a client care letter stating who will be dealing with their matter on a day to day basis with the details of their status (qualified/unqualified). It must also point out that any matters not satisfactorily dealt with by that person should be raised with Mark Ashton, (Director/Solicitor) informally by the client or by the member of staff themselves.

  2. Clients who are regularly engaged in a number of simultaneous or sequential matters need not be sent a client care letter on each occasion.

  3. If the problem is not resolved at this first stage, it must be referred to Mark Ashton for further consideration.  The complaint must be acknowledged in writing within 3 days and the client given an indication of the likely time that it will take to deal with the complaint, which should not normally exceed 3 weeks.  If it is likely to take longer than that, the client musty be sent a holding letter explaining the reason for the delay.  A copy of this procedure must be sent to the client with the acknowledgement.

  4. Following an appropriate investigation, a full written response to the client must be sent by Mark Ashton.  The written response must explain that if a client is not satisfied with the response, that they are entitled to complain to the Legal Ombudsman and will explain how they can be contacted.

  5. If the complaint relates to Mark Ashton himself, the matter will be referred to Amanda Ashton (Office Manager) who, following an appropriate investigation, will send a full written response to the client.  The written response must explain that if the client is not satisfied with the response, that they are entitled to complain to the Legal Ombudsman and will explain how they can be contacted.

  6. Details of the problems or complaints raised by a client under this procedure and of any subsequent investigation must be carefully documented.

  7. Complaints raised directly with the Legal Ombudsman without going through the procedure described above will be referred to Mark Ashton by the Legal Ombudsman.  Mark Ashton will then attempt to deal with the matter as in point 4 in consultation with the appropriate member of staff.

  8. The outcome of the complaint will be reported to the Legal Ombudsman.

  9. At the conclusion of each complaint Mark Ashton and the appropriate member of staff will review the cause of the complaint in order to try and prevent similar problems happening again.

  10. The Legal Ombudsman may be contacted as follows: -
    Legal Ombudsman
    PO Box 6806
    Wolverhampton
    WV1 9WJ

    Tel: 0300 555 0333
    Email: enquiries@legalombudsman.org.uk
    Website: www.legalombudsman.org.uk