Complaints Procedure

We are committed to providing a high quality service to all of our clients.

 

If something goes wrong, we need you to tell us about it. The feedback we receive from our clients is invaluable in improving service standards

 

Making a complaint

If you have any concerns about how your claim is being handled please raise this with your file handler in the first instance. In most cases an informal conversation with your file hander will resolve any queries/issues you have.

However, if you do not feel that your concerns have been resolved then please escalate your complaint to the Complaints Partner in order that your complaint can be formally investigated through the firms Complaints Procedure. Our complaints partner is Alasdair Brown who can be contacted at: a.brown@prscully.com or by post at: Suite 9, The Granary, Barton Road, Manchester, M28 2EB.

Our Complaints Procedure

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

 

2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Alasdair Brown, who will review your matter file and speak to the member of staff who acted for you.

 

3. We will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

 

4. Within three days of the meeting, Alasdair Brown will write to you to confirm what took place and any solutions he has agreed with you.

 

5.If you do not want a meeting or it is not possible, Alasdair Brown will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

 

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner, Patricia Scully, to review his decision.

 

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

 

8. If you are still not satisfied, you can then contact the

Legal Ombudsman,

PO Box 6806,

Wolverhampton

WV1 9WJ

 

about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

 

What to do if you are unhappy with our behaviour

The Solicitors regulation Authority can help if you are concerned about our behaviour or conduct. 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.