Liberty Legal Solicitors
Complaints Handling Policy
Complaints policy
We value your business and do not wish you to have any reason to be unhappy with us. We are confident of providing a high-quality service. It is therefore important that you raise any concerns you may have with us immediately so that we may address them. This will help us to improve our standards.
Our complaints procedure
If you are dissatisfied with the service received or if you are dissatisfied with regards to a charge on a bill received, please first contact the member of staff who is dealing with your matter. Alternatively, you may contact Principal in the firm, who can assist you. If he does not resolve the complaint to your satisfaction, we will delegate the handling of your complaint to an independent complaint’s handler for investigation. Please set out as clearly as you can the nature of your complaint or concern and how it has arisen. Please also ensure that your letter states the identity of the person who dealt with your matter and your file reference number.
What will happen next?
Within five working days of receipt of your complaint we will:
• Record your complaint in our central database and open a file for your complaint.
• Send you a letter acknowledging receipt.
• Ask you to confirm or explain any details which are unclear.
If we have asked for further details, we will acknowledge those within three working days of receipt and confirm what will happen next.
Our investigation
1. Within seven working days of receiving your complaint (or the further details requested), we will ask the relevant Case Worker on your matter who acted for you to comment and will review your file.
2. Within ten working days of receiving your complaint (or the further details requested), The Head of Practise will write to you with our view of your complaint, and how to resolve it.
3. The concerned Case Worker may invite you to a meeting. He will write to you within two working days of the meeting to confirm what took place and any solutions agreed with you.
4. If you are still not satisfied, you can write to us again. We will review our decision and will do the following:
We will invite you to agree to an independent complaints handler to review the complaint and make recommendations, if any. They will do this within fourteen days. In all but exceptional circumstances we will act upon the advice given by the independent complaint’s handler.
5. We will then write to you confirming our final position on your complaint and explain our reasons.
6. If you are still not satisfied, the next step is for you to contact the Legal Ombudsman by the following methods:
Telephone: 0300 555 0333
Overseas: +44 12 245 3050
Email: enquiries@legalombudsman.org.uk
In writing: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
www.legalombudsman.org.uk
You must contact the Legal Ombudsman within six months of our last written response, or within twelve months of the date you became aware of the issues giving rise to your complaint.
7. If we have to change any of the timescales above, we will let you know and explain why.
Liberty Legal Solicitors
Client Complain Form
We understand that you have expressed dissatisfaction with the service we have provided and we are eager to investigate the matter fully to resolve any issues. So that we can understand your complaint, please complete the form below. We aim to respond to your initial complaint within 14 days.