Complaints Handling Policy

Our commitment

We strive to provide our clients with the best service possible. However, if at any point you become unhappy or concerned about the service we have provided, or about the bill, then you should inform us immediately so that we can try and resolve the problem. 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 please contact our Head of Client Care, Peter Medd on 01642 777680, email enquiries@cygnetlaw.co.uk or by post to our office at Portland House, West Dyke Road, Redcar TS10 1DH. Making a complaint will not affect how we handle your case.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within five days of receiving it, enclosing a copy of this procedure.
2. We will investigate your complaint. This will normally involve passing your complaint to Mr Medd, who will review your matter file and speak to the member of staff who acted for you.
3. Mr Medd will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 21 days of sending you the acknowledgement letter.
4. Within five days of that meeting Mr Medd will write to you to confirm what took place and set out any solutions he has agreed with you.
5. If you do not want a meeting, or it is not possible, you will be sent a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days of sending you the acknowledgement latter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another senior member of the Practice to review the 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 with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Contact details are as follows:

PO Box 6806

Wolverhampton

WV1 9WJ

Tel: 0300 555 0333

Email:   enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

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

Complaints about your bill

The above complaints procedure also applies to complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; and that if all, or part, of a bill remains unpaid, the Practice may be entitled to charge interest.

Alternative dispute resolution

Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm consent to use such a scheme. In the event that you wish to use an alternative complaint body you should advise us accordingly.

Raising concerns with our regulator

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. You can find information about raising your concerns with the SRA at www.sra.org.uk/consumers/problems/report-solicitor.