Purpose
This procedure sets out Summerfield Browne Solicitors complaints procedure.
Introduction
We are committed to maintaining the highest professional standards and providing a high quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can.
Our complaints contact is Christian Browne who can be contacted on 0116 208 1495. If you have special needs which we should take into account due to language or disability, please let us know. We aim to deal with complaints according to the following procedure.
Complaint Procedure
The procedure for complaints involve the following actions:
Complaint received
Acknowledged
Complaint reviewed
Response made
Record the complaint
Complaint Received
If you have a complaint about Summerfield Browne Solicitors, please put the complaint in writing and send it by email or post to the address below. Please give as much information as possible about your complaint, to enable us to investigate and review it.
Email: cbrowne@summerfieldbrowne.com
Address:
Summerfield Browne Solicitors, Harborough Innovation Centre Market Harborough Leicestershire, LE16 7WB
Acknowledged
We will contact the complainant within 5 working days of receiving the complaint by email or letter to acknowledge the complaint and to disclose our complaints procedure, if not already disclosed.
Complaint Reviewed
We will review the information presented and decide whether it is appropriate to either:
Ask the complainant for more information or evidence to support their complaint, this will give Summerfield Browne Solicitors enough information to investigate their complaint effectively. Please note if the complainant does not respond in a timely manner to our request for more information or evidence it could delay the response and affect the outcome of the investigation.
We may arrange a telephone call with the complaint in order to obtain more information or to give the complainant an opportunity to add any additional information or to ask any further questions. If we do conduct a telephone conversation we will summarise the nature of the conversation in writing within 7 working days.
Response Made
Summerfield Browne Solicitors will respond to the complainant’ complaint by email or post within 8 weeks from the date of receipt of the formal complaint. For the avoidance of doubt, we will only take any appropriate, preventative and/or corrective action if we deem this applicable in the circumstances.
Record the Complaint
The compliant needs to be recorded to ensure an audit trail, the complaint is recorded on Summerfield Browne Solicitors internal system.
Appeals
If you do not agree with the outcome of our complaints process, you can then complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.
The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.
The address is PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk.
Further Information
For further information regarding complaints generally visit our website at www.summerfieldbrowne.com
