We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should 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. If you would like to make a formal complaint, then you can read our full complaints procedure here.
Richard Griffiths & Co – Complaints Procedure
If you have a complaint, please contact the Lawyer who is currently acting for you in writing. The Lawyer will then pass your complaint to his Head of Department. If the complaint refers to a lawyer who is also a Head of Department, the complaint will be passed to the Complaints Partner, Richard Griffiths. We have 8 weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman.
What will happen next?
- We will send you a letter acknowledging your complaint and (if necessary) asking you to confirm or explain the details. We will also let you know the name of the person who will be dealing with your complaint and we will send you a copy of this Procedure if you do not have one already. We will send this letter within one week of receiving your letter of complaint.
- We will record your complaint on our Complaints Register. We will do this within one week of receiving your letter of complaint.
- We will start to investigate your complaint once we have received the full details from you. This is likely to involve speaking to the Lawyer who is acting for you in the matter and asking them for a written response to your complaint or an explanation of the issues you have raised. This will often require a detailed examination of your case and matter file. We will conduct this process over a two-week period at the end of which, we will send you our detailed response to your complaint. This will include our suggestions for resolving the matter.
- At this stage, if you are not satisfied with the response or with our suggestions, you can write to us again. We will then arrange a meeting with the Head of Department, the Lawyer and the Complaint Partner and at least one person in the Firm who has not yet been involved in your complaint to review the response. We will notify you in writing of the result of this review within one week of this meeting and confirm our final position on the matter.
- If you are still not satisfied, you may refer your complaint to the Legal Ombudsman to whom you may then direct your complaint.
The Legal Ombudsman’s contact details are as follows:
PO Box 6806
Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint or within a year of the act or omission about which you are complaining.
If the complaint is an objection to this Firm’s level of fees, we will also notify you of your right to apply to the Court for an assessment of our fees under Part iii of the Solicitors Act 1974.
Making a complaint will not affect how we handle your case.
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.
What do to if we cannot resolve your complaint
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:
- Within six months of receiving a final response to your complaint
- 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 you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ