01752 842141 enq@blightskinnard.co.uk

Complaints

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided then you should inform us immediately, so that we can do our best to resolve the problem as quickly as possible.

In the first instance it may be helpful to 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 you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

Our complaints procedure

If you have a complaint, please write to us with the details.

What will happen next?

1. We will send you a letter acknowledging your complaint. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within two working days of us receiving your complaint.

2. We will record your complaint in our central register and open a separate file for your complaint. We will do this on the next working day after receiving your complaint.

3. We will then start to investigate your complaint. This will normally involve the following steps:

• We will refer your complaint to one of our Solicitors (who did not deal with your work) within three working days.

• They will then ask the member of staff who acted for you to reply to your complaint within five working days.

• He or she will then examine their reply and the information in your complaint file and if necessary he or she may also speak to them. This will take up to three working days from receiving their reply.

4. We will then invite you to meet with us and discuss and hopefully resolve your complaint. We will do this within three working days normally. BLIGHT SKINNARD

5. Within two working days of the meeting we will write to you to confirm what took place and any solutions we have agreed with you.

If you do not want a meeting or if it is not possible, we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. We will do this within five working days of completing the investigation.

6. At this stage, if you are still not satisfied, you should let us know. We will then arrange to review our decision. This may involve another member of our firm, or if we feel it appropriate, our local Law Society, or another local firm within five working days. We will let you know how long their review is expected to take.

7. We will let you know the result of the review within five working days of the end of the review. At this time we will write to you confirming our final position on your complaint and our reasons.

What to do if we cannot resolve your complaint?

If you are a member of the public, very small business, charity, club or Trust you will have the right to complain to the Legal Ombudsman at the conclusion of our complaint process. The legal Ombudsman gives us a maximum of eight weeks to resolve your complaint. Once the eight week period has passed the Legal Ombudsman will normally accept the complaint for investigation even if it has not been fully dealt with by us.

The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your case.

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 six years from the date of act/omission; or

No more than three years 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:

Visit: https://www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

When to take a complaint to the Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

If we have to change any of the timescales above, we will let you know and explain the reasons why.

Blight Skinnard Solicitors