Our Complaints Policy
Avon & Somerset Family Law strive for excellence and are committed to providing a quality legal service. Client satisfaction is a priority for us, and if you believe something has gone wrong with our service, we have a procedure to assist the early resolution of the problem. Our aim is to uphold the quality standards we have set ourselves.
The quickest way to resolve a concern or query about our service to you is by approaching the person handling your matter and providing them with full details.
Once you have contacted the person handling your matter, he or she will:
- respond quickly to acknowledge that you have made a complaint, and ask you to explain what your concerns are and how you believe he or she can resolve your concerns
- pass details of your complaint and the steps taken to investigate and respond to your complaint to the firm’s Client Care Partner (Emma Wildblood) who maintains a central record of complaints and responses and overseas the complaints handling process. However if the complaint is about Emma Wildblood please contact Jay Oberoi.
- ask to meet with you or talk to you over the telephone if this helps to achieve a speedy resolution
- investigate your concerns, clarify the issues and endeavour to resolve the problem quickly
- write to you within one calendar month from the date of receipt of your complaint to explain the steps taken and his or her response to your complaint. We hope that he or she will be able to address the problem to your satisfaction, but his or her letter will include an invitation to contact our Client Care Partner, if you are unhappy with the response.
If we have to change the timescale above, we will let you know and explain why.
If STEP 1 does not resolve your concerns or, if you would prefer not to speak to the person handling your matter, then we encourage you to speak to the Client Care Partner. Details of the Client Care Partner are set out in the client engagement letter and terms of business sent to you at the beginning of the matter.
The Client Care Partner will investigate your complaint as quickly as possible, ascertain what led to it and take such steps as are necessary to remedy the problem. The Client Care Partner will then write to you within eight weeks from the date of receipt of your complaint. This letter will represent the final response in the firm’s internal complaints handling procedure.
If following the firm’s final response, you are still not satisfied that your complaint has been fully addressed, you may be able to ask The Legal Ombudsman, an independent body that investigates complaints from consumers about solicitors, to help. Their service is independent, impartial and free.
Please note that you must contact the Legal Ombudsman within six months of our final response. The Legal Ombudsman’s contact details are:
PO Box 6806
Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
If your complaint is about a bill that you have received from us, you may have a right to object to the bill by applying to the court for the assessment of the bill under Part III of the Solicitors Act 1974. If you ask for the bill to be assessed by the court, you would not be able to ask the Legal Ombudsman to consider a complaint about the bill.
Avon & Somerset Family Law is authorised and regulated by the Solicitors Regulation Authority of The Cube, 199 Wharfside Street, Birmingham B1 1RN. This means that we are governed by a Code of Conduct and other professional rules, which you can access on the SRA’s website (www.sra.org.uk) or by calling 0370 606 2555. Our SRA registration number is 628427. If you believe that we have behaved dishonestly, illegally or in breach of the SRA’s principles, you can complain to the SRA using the details provided above.