Hepburns Solicitors LLP
OUR COMPLAINTS POLICY
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards. You are entitled to complain about a problem and this could include a complaint about the firm’s bill.
OUR COMPLAINTS PROCEDURE
If you have a complaint, please contact us with the details.
WHAT WILL HAPPEN NEXT
We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. 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 five working days of us receiving your complaint.
We will record your complaint in our central register and open a separate file for your complaint. We will do this within two working days of receiving your complaint.
We will then start to investigate your complaint. This will normally involve the following steps.
We will pass your complaint to either Nick Harper or Malcolm Harrison within five working days. Both Mr. Harper and Mr. Harrison are designated members/partners in the firm. One of them will be designated as the “Client Care Partner”.
He will ask the members of staff who acted for you to reply to your complaint within 10 working days.
He will then examine their reply and the information in your complaint file, and, if necessary, he may also speak to them. This will take up to three days from receiving their reply and the file.
The Client Care Partner will then invite you to a meeting and discuss and hopefully resolve your complaint. He will do this within seven working days.
Within two days of the meeting the Client Care Partner will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or it is not possible, the Client Care Partner will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within five working days of completing the investigation.
At this stage, if you are still not satisfied you may contact us again. We will then arrange to review our decision. This will happen in the following way:
Another partner of the firm will review the Client Care Partner’s decision within 10 working days.
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 explaining our reasons.
If we have to change any of the time scales above, we will let you know and explain why.
At the conclusion of the complaints procedure, if you are still dissatisfied with the outcome you have a right to complain to the Legal Ombudsman. This should be done within six months of receipt of our letter confirming our final position on your complaint. The Legal Ombudsman may be contacted at:
PO Box 6806
T: 0300 555 0333
(Please note that the Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill)
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They 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:
(1) Within six months of receiving a final response to your complaint; and
(2) (a) No more than six years from the date of the act or omission; or
(b) No more than three years from when you could reasonably have known there was cause for complaint