However, Allerton & Gladstone Solicitors understands that we can't get things right 100% of the time. Our complaints policy is here to help us resolve client issues in a structured and professional manner.
Allerton & Gladstone Solicitors
We are committed to provide a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
Our complaints procedure
If you have a complaint, write to us with the details.
What will happen next?
We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person, the Designated Complaints Handler ('DCH') who will normally be a senior partner/director/lawyer at the firm, and who will be personally dealing with your complaint. You can expect to receive our letter within seven days of us receiving your complaint.
We will record your complaint in our Central Register and open a separate file for your complaint. We will do this within seven days of receiving your complaint. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within seven days of your reply.
This stage of the complaints process is normally expected to be completed in 14 days.
We will then start to investigate your complaint. This will normally involve the following steps:
This stage of the complaints process is normally expected to be completed in 28 days.
At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways:
If we have to change any of the timescales above, we will let you know and explain why.
We will also give you the name and address of the Legal Ombudsman (LEO). If you are still not satisfied, you can contact them about your complaint. The LEO will normally investigate complaints within 12 months from the act/omission complained of or 12 months from you realising the cause of your complaint. You must refer to the LEO within six months of the date of our written response to your complaint. Please be aware that the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010. The LEO may consider it appropriate to refer the matter to the Solicitors Regulation Authority (SRA).
The address for the Legal Ombudsman is:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Helpline: 0300 555 0333
Email: enquiries@legalombusdman.org.uk
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 with the Solicitors Regulation Authority.
If you are unhappy about how the LEO or SRA have dealt with your complaint you can complain to the Legal Services Ombudsman (LSO), who is responsible for dealing with complaints about legal professional bodies. The address for the Legal Services Ombudsman is:
Legal Services Ombudsman
3rd Floor Sunlight House
Quay Street
Manchester
M3 3JZ
Helpline: 0845 601 0794
Email: lso@olso.gsi.gov.uk
In addition to directing a complaint to the Legal Ombudsman (LEO) you will be able to refer your dispute for Alternative Dispute Resolution (ADR). There are three Institutions available to deal with disputes in the legal services sector, namely the Ombudsman Services, ProMediate and Small Claims Mediation. If required, we will provide contact details for those mediation services.
For any questions on our complaints policy or our legal services, call our team today.
This firm is authorised & regulated by the Solicitors Regulation Authority (SRA) No: 805323
This firm does not accept service of proceedings by email or facsimile