Complaints Procedure

Complaints Procedure

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: enquiries@summerfieldbrowne.com

Address:

Summerfield Browne Solicitors, 10 Peacock Lane, Leicester, Leicestershire, LE1 5PX

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 we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

The address is PO Box 6167, Slough SL1 0EH, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk.

If your complaint is regarding Data Protection, please contact Information Commissioner's Office (ICO).

Contact details

Visit: https://ico.org.uk/ for a live chat service

Call: 0303 123 1113

Further Information

For further information regarding complaints generally visit our website at www.summerfieldbrowne.com