Complaints Procedure
1 We are 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.
2 How do I make a complaint?
2.1 You can contact us in writing (by letter, fax or email) or by speaking with our complaints manager, whose contact details are: Mark Chaston, mark@mansfield.legal
2.2 To help us to understand your complaint, and in order that we do not miss anything, please tell us:
2.2.1 your full name and contact details
2.2.2 what you think we have got wrong
2.2.3 what you hope to achieve as a result of your complaint, and
2.2.4 your file reference number (if you have it)
2.3 If you require any help in making your complaint we will try to help you.
3 How will you deal with my complaint?
3.1 We will record your complaint centrally.
3.2 We will write to you within three working days acknowledging your complaint, enclosing a copy of this policy.
3.3 We will investigate your complaint. This will usually involve:
3.3.1 reviewing your complaint
3.3.2 reviewing your file(s) and other relevant documents, and
3.3.3 speaking with the person who dealt with your matter
3.4 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
3.5 We will update you on the progress of your complaint at appropriate times.
3.6 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 the matter with you on the telephone.
3.7 We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within ten days of the date of our letter of acknowledgement.
4 What if I am not satisfied with the outcome
4.1 If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.
4.2 If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:
4.2.1 by post at PO Box 6167, Slough, SL1 0EH
4.2.2 by telephone: 0300 555 0333, or
4.2.3 by email: enquiries@legalombudsman.org.uk
4.3 You must usually refer your complaint within six months of our final written response to your complaint and within one year (from 1st April 2023) of the act or omission about which you are complaining occurring (or within one year (from 1st April 2023) of you becoming aware of it). Further details are available on the website: www.legalombudsman.org.uk.
4.4 The Solicitors Regulation Authority can help you if you are concerned about our conduct. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability, or other characteristics. You can raise your concerns with the Solicitors Regulation Authority.
4.5 Alternative Dispute Resolution (ADR) bodies such as ProMediate exist which are competent to deal with complaints about legal services should both you and our firm wish to use a scheme. We have however chosen not to adopt an ADR process. Therefore, should you wish to complain further you should contact the Legal Ombudsman.
5 What will it cost?
5.1 We will not charge you for handling your complaint.
5.2 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.
- The Legal Ombudsman service is free of charge.
6 Complaints Handling Procedure
We operate a complaints handling procedure so that we:
- know about client dissatisfaction immediately
- take steps to ensure that the dissatisfaction is addressed and resolved at once where possible;
- reassure all clients who do complain that we will address their concerns without delay and that we take all complaints seriously;
- learn from experience so as to reduce the risk of complaints in the future.
Definition
A complaint is any expression of client dissatisfaction however it is expressed. This is a wide definition and will encompass many types of behaviour and communication. Our overriding objective is to address client dissatisfaction at the soonest possible opportunity, since it is much more likely that we can satisfactorily resolve any issue earlier rather than later.