Complaints Handling Procedure
This Complaints Handling Procedure tells you how we will deal with your complaint and how long it is likely to take. It also provides important information about what you can do if you are not happy with the way in which we are dealing with your complaint, or about our final decision. Our Complaints Policy contains further information about what you can expect from us when you make a complaint. All complaints will be dealt with promptly, fairly and free of charge.
Designated Complaints Handler
If you have any concerns about our service, our work, or our charges, you should discuss these first with the individual who has day-to-day control of your matter.
If this person cannot satisfactorily address your concerns and you wish to make a complaint, please contact our Designated Complaints Handler, Mr Keith Murray.
You can write to him at –
Murray Hills Solicitors 10 -12 King Street Bridlington East Yorkshire YO15 2DE England
Or send an email to keith.murray@murrayhillssolicitors.co.uk
Investigating and Responding to your Complaint
We take all complaints seriously and will ensure your concerns are reviewed promptly and fairly. Upon receiving your complaint, we will acknowledge it and begin our investigation, which will include reviewing your file, considering the issues you have raised, and contacting you if we require any further information or clarification.
If your complaint is straightforward, we might make suggestions as to how we can put things right or we may offer you some form of redress.
If your complaint is more complicated, we might ask you to confirm, explain or clarify any issues.
We will keep you updated as the matter progresses and will provide you with a final written response within eight weeks of receiving your complaint.
If, after receiving our final response, you remain dissatisfied, you may ask us to review the decision again. You also have the right to refer your complaint to the Legal Ombudsman once the eight-week period has passed.
The Legal Ombudsman
If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
Legal Ombudsman Contact Details
Address: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
What to do if you are unhappy with our behaviour
Reports about our conduct (behaviour), rather than about our service levels, can be made to the Solicitors Regulation Authority (SRA). Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
See www.sra.org.uk/consumers/problems/report-solicitor.page for more details.
Alternative Dispute Resolution
Alternative complaints bodies, such as ProMediate UK Ltd (www.promediate.co.uk) exist and are competent to deal with complaints about legal services should both you and this firm wish to use such a scheme.
We do not agree to use the scheme operated by ProMediate UK Ltd as we believe the Legal Ombudsman is better equipped to resolve complaints against legal firms.
