We are committed to providing a high-quality legal service to all our clients, and it is rare in the extreme that any one has had cause to complain about a service or any other issue. However, if at any point you become unhappy or concerned about the service we provide, you should inform us immediately so that we can do our best to resolve the problem.
You should contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If matters remain unresolved, then please contact our Compliance Officer, Rita Ampaw, by email ra@reesmyers.co.uk.
The following steps will apply should a complaint remain unresolved in the first instance.
Step 1 - We will acknowledge receipt of your complaint within 5 working days of receiving it.
Step 2 - We will investigate your complaint. This will normally involve your complaint being reviewed by our Compliance Officer, Rita Ampaw, who will speak to the person who acted for you.
Step 3 - Within 14 working days, we will contact you by telephone and/or in writing to set out the firm’s preliminary position in relation to your complaint and address any appropriate solutions.
Step 4 - If the matter is not resolved, we will send you within 14 working days a detailed written reply to your complaint (on the assumption there is more detail to give over and above step 3 above) including suggestions for resolving the matter and including inviting you to a meeting if preferable.
Step 5 - If you are still unsatisfied, you should contact us and request a review of our decision.
Step 6 - We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint, and explaining our reasons.
In the unlikely event that we cannot resolve your complaint, you have the right to raise the matter with the Legal Ombudsman (an independent and partial body). You have 6 months (subject to some qualifications below) from the date of our final response to complain to the Ombudsman.
The Ombudsman’s contact details are as follows:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ.
Telephone: 0300 555 0333
Email address: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
The Legal Ombudsman operates the following time limits:
In the highly unlikely event that you need to make a complaint, and your complaint is not about our service, but is about our conduct, the Solicitors Regulation Authority (SRA) deals with conduct issues rather than the Legal Ombudsman which deals with service issues.
You can visit the SRA website here https://www.sra.org.uk/consumers/problems/report-solicitor/ to see how you can raise concerns with them.