Definition of Complaint
A complaint is an expression of dissatisfaction on the part of a client, however it is expressed either with the service given or the fees charged which is not remedied forthwith by the Fee Earner to the client’s satisfaction.
For example, if a client is dissatisfied as a result of a misunderstanding on his part and is satisfied once that misunderstanding is cleared up, that would not be a complaint.
If in doubt the matter should be treated as a complaint.
MACLAREN WARNER COMPLAINTS PROCEDURE
Our complaints policy
We are committed to providing a high-quality legal service to all our clients and treating all our clients fairly. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
If there is something you are unhappy about please first of all speak to the person dealing with your case. Often, a problem arises from a misunderstanding that can quickly be cleared up by the person handling your case.
If, however, you are not satisfied with the fee earners response to your problem then the following procedure should be followed.
Our complaints procedure
If you feel you have a complaint which can include a complaint about our fees, the contact is Simon Kassell our Client Care partner who is based at our Ilkeston Office. You can contact him at Maclaren Warner Solicitors 129 Bath Street Ilkeston Derbyshire DE7 8AP Tel 0115 930 4994. If your complaint is about Simon Kassell then please contact Robert Bevan who is another partner at the firm at our Stapleford Office Maclaren Warner Solicitors 62 Derby Road, Stapleford Nottingham NG9 7AB Tel 0115 939 5252.
What will happen next?
We will send you a letter acknowledging your complaint and may ask you for further explanations of the details that we have been given. We will also let you know the name of the person who will be dealing with your complaint and you can expect our letter to be sent within seven days of us receiving your complaint.
We hold a central register and open a file for your complaint and this will again be done within 7 days of receiving your complaint in order that we may formally record it.
We will then investigate your complaint which will involve the following actions:-
- We will review your file and speak to the member of staff who acted for you to comment on your complaint within 5 days.
- We will examine the reply we are given by them and the information that is contained in your complaint file.
- We may ask them for further information and this may take up to a further 3 days.
We would then respond to you in writing or we may invite you to meet or telephone you to discuss the complaint in order that we may hopefully find a solution.
We will do this within 3 days of receiving all the details we need from the member of staff who acted for you.
Alternatively we will write to you with a detailed reply to your complaint with suggestions of how to resolve the matter. This will happen within 5 days of us completing our investigation or within 2 days of hearing from you in our response to meet or discuss on the telephone.
At this stage if you are still not satisfied you can of course contact us again we will then arrange for another partner to review our decision within 10 days of you contacting us again.
If you remain dissatisfied with our conclusion, you may contact the Legal Ombudsman who’s address and telephone number are PO Box 6806, Wolverhampton, WV1 9WJ. Tel 0300 555 0333, email firstname.lastname@example.org You must contact the Legal Ombudsman within 8 weeks of making your complaint to us.
The Legal Ombudsman deals with all aspects of poor service and has remedies available to resolve the complaint.
If you believe that we have acted in such a manner as to have breached a principle of the Code of the Solicitors’ Regulatory Authority, you should contact the SRA by completing the “report form” which you will find on their website www.sra.org.uk
This would include any matters of dishonesty and discrimination.