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“Straightforward Legal Support for Extraordinary Families”

Complaints Policy

 

We aim to provide all of our clients with an efficient and effective service.  However, if you are unhappy with any aspect of our service, you are entitled to complain to us.  Please initially discuss this with the person handling the matter for you.

This policy applies to both verbal and written complaints.

Clients are notified in our Terms of Business of their right to complain.  They are advised that we have a complaints procedure and they are entitled to a copy of that procedure on request.  If a client makes a complaint, the fee earner must tell them immediately that the matter will be considered by our Managing Director and that details of the complaint will be recorded on a central complaints file.

How to complain

Our Managing Director is responsible for dealing with any complaint about our service or work.  He can be contacted as follows:

Philip Warford
Pacific House
126 Dyke Road
Brighton
BN1 3TE
By phone: 01273 610611
By email: p.warford@renaissancelegal.co.uk

If your complaint relates to Philip Warford, you can contact Katherine Miller (Director) as follows:
By phone: 01273 610611
By email: k.miller@renaissancelegal.co.uk

How Will the Complaint be Dealt With?

The Managing Director will look at the file and ask for full details from the client either in writing or by interview.  The fee earner will also be seen.  The object is to ensure that the client:

  • Is satisfied that the complaint is being dealt with seriously.
  • Receives a prompt response.
  • Is given assurance that the matter is being looked into.
  • Is notified as soon as possible of the outcome.

Once a complaint is made, the person complaining will be told in writing how the complaint will be handled. If appropriate we may request a meeting with you to discuss the complaint.

The Managing Director will consider each matter on its own merits.

Timescales

Within 5 working days of receiving your complaint we will send you a letter acknowledging receipt of your complaint. We will aim to conclude the complaint investigation and notify you of the outcome within 20 working days of receiving your complaint. If we require more time to complete our investigation, we will write to you within this time.

Remedies Available to The Client

  • An apology from us and an assurance that it will not happen again, and that we will try and do better.
  • A possible change of fee earner.
  • A reduction in the bill.
  • Bill written off.
  • Notification to the client of their right to see another solicitor and obtain advice as to whether we have been negligent.
  • All clients will be notified of their right to complain to the Legal Ombudsman.

Taking the complaint further

If you are not satisfied with the response you have received from us you have further recourse.

If your complaint relates to the service provided, you may refer the matter to the Legal Ombudsman. 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.”

The contact details for the Legal Ombudsman are as follows:

By telephone:  0300 555 0333
Online: http://www.legalombudsman.org.uk/

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.

If your complaint relates to the conduct of a Legal Executive handling the matter for you, then you may refer the matter to Ilex Professional Standards.
By telephone: 01234 845770
By email:  info@ilexstandards.org.uk.

If your complaint relates to the conduct of a Solicitor handing the matter for you, then you may refer the matter to the Solicitors Regulation Authority.