Complaints procedures

Handling complaints policy

Our aim is to provide our clients with excellent levels of client service. However, we recognise that there may be times when you feel we fall short of that intention and you may wish to raise a complaint.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues.

If you do not have a letter of engagement but would like to make a formal complaint, then you can contact our Client Care Partner, Lisa Sharkey (l.sharkey@popall.co.uk or call 0115 953 8500), direct who will deal with your complaint in line with our internal complaints procedure. Making a complaint will not affect the way we handle your case.

  1. We will acknowledge receipt of your complaint within 7 days of receiving it, explaining how we will deal with your complaint.
  2. The next step will be to investigate your complaint. This will usually involve reviewing your file and speaking to the fee earner/partner who acted for you. It may also involve a discussion/meeting with you and if this is considered appropriate, we will advise you accordingly.
  3. We will aim to report to you with the outcome of our investigations as soon as possible. This will ordinarily be within 28 days of sending the written acknowledgement.
  4. If we need to adjust any of these timescales, we will notify you accordingly.

We hope to be able to resolve all complaints internally as swiftly as possible.

What do to if we cannot resolve your complaint.
If we are unable to resolve your complaint the Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we hand your case.

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:

• Within six months of receiving a final response to your complaint;
and
• No more than six years from the date of the act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them at:

Visit: https://www.legalombudsman.org.uk/
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What do do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns directly with the Solicitors Regulation Authority.

Non-client complaints
Non-clients of the firm who wish to complain about the conduct of the firm or its employees should contact the Practice Manager, Tracey Robottom (t.robottom@popall.co.uk) who will contact you to explain how we will deal with your complaint.