Our firm is committed to high quality legal advice and client care. The firm’s overriding objective is to address client dissatisfaction. We therefore operate a complaints handling process that seeks to ensure to:
- know about client dissatisfaction when it does arise
- take all reasonable steps to ensure that the dissatisfaction is addressed and resolved wherever possible
- reassure all clients who do complain that the firm will address their concerns without delay and that it takes all complaints seriously
- learn from experience to lessen the risk of complaints in the future.
We define a complaint as any reasonable expression of client dissatisfaction or grievance.
Complaints will be identified by the member of staff who first comes in to contact with the complaint or expression of dissatisfaction or grievance however it is expressed.
How to complain to us
At the outset of the matter all clients will be given the name of the person with overall responsibility for complaints and will also be given information about what to do if they have a problem with the service provided or any other aspects of the firm.
As soon as a complaint is received, it will be brought to the attention of the complaint manager who will carry out the following steps:
- The complaint will be acknowledged and the client notified of when they will receive a substantive response which should be within two weeks of when the complaint was first received.
- The complainant will be informed of the person to whom they should take matters if they remain dissatisfied at any stage.
- Options for redress and for correcting any underlying problem or unsatisfactory procedures will be provided.
- Identify the cause of the complaint and the reason for the grievance
- Discuss the case and the complaint with the relevant case worker
- If not already in writing, obtain a detailed written version of the complaint from the complainant.
- Decide what action needs to be taken to prevent the complaint happening again
- Decide what action needs to be taken to satisfy the complainant.
The complaints manager will consider any complaint received in as objective a manner as possible and seek to resolve the dissatisfaction. In particular he will offer to meet with the complainant when possible and suggest appropriate redress.
If you are unhappy about any aspect of the service you have received or about the bill, contact Olabanji Ogundero, who is the Compliance Officer for Legal Practice (COLP) in our firm, on 02085944469, by email on info@chrisalexsolicitors.com or by post to Chris Alexander Solicitors, Roding House, First Floor, Suite 16, 2 Cambridge Road, Barking IG11 8NL. We have 8 weeks to consider your complaint.
When to complain to the Legal Ombudsman
If you are not satisfied with our response, you can contact the Legal Ombudsman (LeO) at PO Box 6167, Slough SL1 OEH about your complaint. You can also e-mail the Legal Ombudsman (LeO) at enquiries@legalombudsman.org.uk or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas. For further information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk.
Normally, you will need to bring a complaint to the Legal Ombudsman on the expiry of 8 weeks of you bringing your complaint to us or within six months of receiving a final written response from us about your complaint.
The time limit for referring a complaint to LeO will be not later than one year from the date:
- of the act or omission being complained about; or
- when the complainant should have realised that there was
cause for complaint.
You also may have a right to object to a bill by making a complaint to the Legal Complaint Ombudsman or the Office of Legal Complaints, and /or by applying to the court for an assessment of the bill under part III of the Solicitors Act 1974. If all or part of a bill remains unpaid, the firm may be entitled to charge interest.
When and How to complain to the Solicitors Regulation Authority (SRA)
If you have complained to us about our behaviour relating to our integrity and are not satisfied with our response, you can contact the Solicitors Regulation Authority (SRA) at www.sra.org.uk/consumers/problems/report-solicitor and complete a report form. The form can be sent by email to the SRA report team at report@sra.org.uk or post to Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN.