1. We are committed to providing a high-quality legal service.
2. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us:
2.1 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 wish to make a complaint it will not affect how we handle your case if it is ongoing
2.2 If you are concerned about our behaviour or indeed the behaviour of any solicitor then you should feel free to contact the Solicitors Regulation Authority (SRA). This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristics.
3.1 You can contact us in writing (by letter, fax or email) or by speaking with our complaints partner, whose contact details are:
Mr James Bancroft 77 High Street Sheerness Kent ME12 1TY
Fax Number: 01795 580474 Email: james@coplands.co.uk
We will usually request that you put your complaint in writing. This ensures that all aspects and details of your complaint can be properly noted and investigated and that we do not miss something which you feel is important.
3.2 To help us to understand your complaint, and in order that we do not miss anything, please tell us:
3.2.1 Your full name and contact details
3.2.2 What you think we have got wrong
3.2.3 What you hope to achieve as a result of your complaint, and
3.2.4 Your file reference number (if you have it).
3.3 If you require any help in making your complaint we will try to help you.
4.1 We will record your complaint centrally.
4.2 We will write to you within five working days acknowledging your complaint, enclosing a copy of this policy.
4.3 We will investigate your complaint. This will usually involve:
4.3.1 Reviewing your complaint
4.3.2 Reviewing your file(s) and other relevant documents, and
4.3.3 Speaking with the person who dealt with your matter.
4.4 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
4.5 We will update you on the progress of your complaint at appropriate times.
4.6 We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
4.7 We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 28 days of the date of our letter of acknowledgment.
5.1 If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will review the matter.
5.2 We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we/I have [change as appropriate] 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 [delete if not required]. If you would like to make a formal complaint, then you can read our full complaints procedure [link to your process]. Making a complaint will not affect how we handle your case.
What to do 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:
and
For more information contact the Legal Ombudsman.
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
6.1 We will not charge you for handling your complaint.
6.2 Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
6.3 The Legal Ombudsman service is free of charge.