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COMPLAINTS POLICY & PROCEDURE

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.

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. 

However, if at any point you become unhappy or concerned about the service we have provided then please inform us immediately so that we can do our best to 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. 

Our Complaints Procedure

If you want to make a formal 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.

The Solicitors Regulation Authority 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 raise your concerns with The Solicitors Regulation Authority. Click the link for more information.

What will happen next

  • 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.
  • If we request further information from you, we will write to you again within 2 working days advising you what we will do next.
  • 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.
  • 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 10 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.
  • 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.
  • 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.
  • 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.      
  • 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 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 the act/ommission;or
  • no more than three years from when you should reasonably have known there was cause for complaint.

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.