MORRISON & MASTERS
17/20 Commercial Road, Swindon, Wiltshire SN1 5NS
OUR COMPLAINTS POLICY
We are committed to providing a high quality legal service to all our clients. When something goes wrong you, the client, need to tell us about it. This will help us to maintain and improve our standards.
OUR COMPLAINTS PROCEDURE
If you have a complaint, please contact the Fee Earner dealing with your case with the details in the first instance. If you have not already taken up your concerns with the Fee Earner responsible for your work, we ask that you now do so. We will not commence the complaints procedure until you have first tried to resolve matters with the fee earner concerned. Within 15 working days of your complaint to the Fee Earner concerned, you should receive a full response from them to your complaint. If you are still not satisfied, then you should ask us to implement the complaints procedure (detailed below).
If, at the end of the procedure, you are still not satisfied that your complaint has been dealt with, you may contact the Legal Ombudsman: P.O. Box 6806, Wolverhampton WV1 9WJ. Tel: 0300 555 0333. Website: www.legalombudsman.org.uk
Please note that any referrals to the Legal Ombudsman must be made within 6 months of the date of our full written response to you under the complaints procedure.
WHAT WILL HAPPEN NEXT?
- If you are not satisfied with the Fee Earner’s response to your concerns, you will need to write a formal letter of complaint which should be sent to us by post (not email) explaining your concerns and why you are not satisfied with the response you have received from the fee earner concerned. Your letter should be marked for the attention of the Complaints Handler, Catherine Riddle. If your complaint is about Mrs Riddle, then the Complaints Handler will be one of the other Partners named on our notepaper. If your complaint is about Mr Riddle, then the complaint will still be handled by our Mrs Riddle but will be subject to the scrutiny of one or more of the other Partners named on the notepaper.
- The Complaints Handler will write to you within 5 working days of receipt of your letter, to acknowledge receipt of your formal letter of complaint and, if necessary, to ask you to confirm or explain the details. We will also let you know who will be dealing with your complaint.
- Within 10 working days of receiving your complaint, we will record your complaint in our Central Register and open a file for your complaint.
- The Complaints Handler will then investigate the complaint and provide you with a full response within a further 20 working days of our acknowledgement letter referred to at 2 above or, if we have requested further information of you, within 20 working days of receipt of such further information.
- If you are not satisfied with the full response from the complaints handler, you will need to tell us why. We/you may then take one or more of the following steps:
(a) We may ask another independent local Solicitor to investigate your complaint and report to us, should we deem it necessary. If we do so, we will notify you of that within 10 working days of receipt of your reply to our full response. We will ask the independent local Solicitor to investigate and respond to us within 20 working days thereafter and we would provide you with that response within 10 working days of receiving the same from the independent Solicitor.
(b) You can either make an appointment to meet with the Complaints Handler or you can ask the Complaints Handler to review our decision. You should contact the Complaints Handler in this regard within 10 working days of receiving our full response as referred to at Paragraph 4 above. We reserve the right to refuse a meeting if you have been abusive to the complaints handler or any of our staff.
(c) Within 10 working days of the meeting or of receiving your application for review, the Complaints Handler will write to you either to confirm the outcome of the meeting and any solutions that may have been agreed with you; or to advise you of their reviewed decision.
(d) At this stage, if you are still not satisfied you can let us know. We will then consider one or more of the following:-
(i) Unless your complaint has already been addressed by an independent local Solicitor under the procedure referred to at Paragraph (a) above, we may arrange for another local firm of Solicitors to review your complaint within 20 working days.
(ii) We may invite you within 10 working days to agree to independent Mediation.
(iii) If we do not think the case is suitable for a further review, either within the office or by an independent Solicitor or by Mediation, we would recommend that you apply to the Legal Ombudsman (details at the start of this letter).
(e) If we need to change any of the timescales above we will let you know and explain why the change to the timescales is necessary.