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Complaints policy

Our Complaints Policy

We are committed to providing a high quality service to all our clients.  Our aim is to give you no cause for complaint but when something does go wrong, we need you to tell us about it.  We want you to be entirely satisfied with our services and for us to learn from your feedback how we can improve our service in the future.  We are committed to treat all clients equally, to respect diversity and to deal fairly, openly and effectively with any concerns of discrimination. 

Our Complaints Procedure

If you have a complaint concerning our service or our bill, or you feel that you have been treated unfairly, please contact Sean Sanders who is the Managing Partner and has overall responsibility for client care.  It is preferable to put your complaint in writing to him at our head office at Kings House, 32-40 Widmore Road, Bromley BR1 1RY or by e-mail to sean.sanders@thackraywilliams.com.  Alternatively, you can contact him by telephone on 020 8290 0440.

What will happen next

1.         We will send to you a letter acknowledging your complaint and advising you of the name of the person who will be dealing with your complaint.  We will send out this letter within 2 working days of receipt of your complaint.  If further information is required in order to investigate the complaint, you may also receive a second letter within this timescale from the person responsible for handling your case.

2.         If we request further information from you, we will write to you again within 2 working days advising you what we will do next.

3.         We will record your complaint in our Central Register.  We will do this as soon as we receive your complaint and will open a file.  The Central Register enables us to monitor any complaints, making sure that they are dealt with to the client’s satisfaction.

4.         We will then begin to investigate your complaint.  Initially the person who has been responsible for handling your case will be required to respond to your complaint within 5 working days.  If further time is required to respond we will advise you of the timescale.  A complaint can arise merely through a misunderstanding of the advice given or through inadequate communication with you.  A letter from the person dealing with your case clearly setting out the position can often resolve things quickly.  This letter may also contain any suggestions for resolving your concerns.  A copy of this reply will be passed to the Head of Department, to Sean Sanders and to our Risk & Compliance Department to be placed on your complaint file.

5.       We may suggest to you that your complaint can best be resolved through a face-to-face meeting rather than by correspondence.  The meeting may need to involve the person dealing with your case and/or their Head of Department.

6.       Within 5 working days of any meeting, we will write to you to confirm what took place and any solutions we have agreed with you.

If you are not satisfied with the response received from the member of staff handling your complaint, their Head of Department will review the matter.(S)he will let you know the result of the review within a further 10 working days.

7.       If you are dissatisfied with the response from the Head of Department, then you will need to contact Sean Sanders, the Managing Partner.  He will then carry out a further review and will write to you confirming our final position on your complaint and explaining our reasons within 10 days.      

8.       Should you remain dissatisfied at the end of our complaints procedure you may be entitled to have your complaint considered by the Legal Ombudsman (LeO).  You should contact them within six months of the end of our complaints procedure or within six years of the occurrence of the act or omission about which you are complaining (or if outside of this period, within three years of when you should reasonably have been aware of it).  They can be contacted by telephone on 0300 555 0333 or e-mail at enquiries@legalombudsman.org.uk.  Their postal address is PO Box 6806, Wolverhampton WV1 9WJ.  Further information is available on their website at www.legalombudsman.org.uk.   

If your complaint relates to our bill you may have the right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. Please also note that if part or all of a bill remains outstanding we may be entitled to charge you interest.

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