Complaints Handling Procedure
Our aim is to provide you with the best possible service. However, if at any point you become unhappy or concerned about the service that we have provided then you should inform us so that we can do our best to resolve the problem.
Where possible, we try to resolve concerns informally and should you have any queries or concerns about our work we suggest that you communicate these to the person handling your case in the first instance who will do their best to put things right. If, however, you are still unhappy or are uncomfortable discussing any issues with the person handling your case, you may wish to raise a formal complaint under this procedure. In order to do so, please contact Gemma Walker, Legal Director and Head of Compliance in writing at Forever Legal Limited, Lindley Court, Scott Drive, Altrincham, Cheshire,WA15 8AB or via email to complaints@foreverlegal.co.uk
To help us to understand and deal with your compliant, it helps if you set it out in writing, confirming your full name and contact details and file reference number (if you have it), but this is not mandatory and you may prefer to discuss it over the telephone. Please note, however, that we will not deal with complaints through social media or review sites – this is for your protection to ensure client confidentiality.
What is the procedure?
1. Acknowledgement: within five working days of receiving your complaint, we will send you a written acknowledgment.
2. Investigation: this stage will involve reviewing your file and other relevant documents and discussing your concerns with the person who acted for you in order to find out what happened. Please note that we may need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
3. Response: we will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your compliant. We aim to respond within fifteen working days of our letter of acknowledgement. Where we need to clarify anything within your complaint, the time will run from the date we agree the list of issues.
What to do if we cannot resolve your complaint
We have eight weeks to consider your compliant. The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently.
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 one year from the date of act or omission being complained about; or
· No more than one year 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.
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough SL1 0EH
There are circumstances where a complaint may be made directly to the Solicitors Regulation Authority, such as where solicitors lie, steal monies, close without telling you or break the Principles, Standards and Regulations. More information is available here: https://www.sra.org.uk/consumers/problems/
We are committed to effective complaints handling and will always try our best to promptly resolve any outstanding issues and put things right. At all times we will keep you updated and if we have to change any of the timescales above, we will let you know and explain why.
Any queries of concerns regarding this procedure or complaints generally should be sent to complaints@foreverlegal.co.uk