We are very keen to ensure that the service we offer is of the highest quality and, should we receive any complaint, it will be taken very seriously.
If you have any concerns, then we would ask that you to contact us. If you wish to invoke our complaints procedure, details of that procedure are set out below, the complaint can be made by submitting either a letter or email.
OUR FORMAL COMPLAINTS PROCEDURE
We aim to establish and maintain the highest professional standards and hope to avoid complaints or any degree of dissatisfaction with services provided. We recognise, that in any organisation, complaints or dissatisfaction may arise from time to time and that it is important to ensure they are dealt with promptly, couteously, efficiently and sensitively. Our procedures are intended to comply with the BSB Handbook provided by the Bar Standards Board.
If you have a complaint, please write to us with details of the complaint and whom the complaint relates to for the attention of the Director. We will then send you a letter acknowledging receipt of your complaint within 7 days (not including weekends or bank holidays), enclosing a copy of the complaints procedure. We will then investigate your complaint. This will normally involve passing your complaint to the Director, or another who will review your complaint and speak to the member of staff who you have complained about. If the Complaint is about the Director, then it will be addressed by another.
The investigation will be carried out as speedily as possible whilst maintaining consistent fairness to all concerned. Any investigation should be completed within 28 days of receipt, unless there are good reasons for delay, if there is such, we will notify you with the reasons why. All concerned will be given a proper opportunity to state their positions in relation to the complaint.
On completion of the investigation, the Director (unless the complaint relates to the Director) or the Practice Manager, with another will determine whether the complaint was justified or not. The standard of proof will be the balance of probabilities and if the complaint is justified, the Director and the Practice Manager will propose a solution to remedy the matter; this will be communicated to you by way of a letter. You will then be invited to a meeting to discuss and hopefully resolve your complaint within 14 days (or as soon as is practicable in the case of holidays or sickness) of a complaint being registered.
Within three working days of this meeting taking place, we will write to you to confirm what took place and any solutions that were agreed with you. If you do not want a meeting or it is not possible for a meeting, the Director or the Practice Manager (or another) will send you a detailed written reponse to your complaint, including suggestions for resolving the matter where the complaint is justified.
At this stage, if you are still not satisfied, then you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final decision about your complaint but for further information you should contact the Legal Ombudsman (Helpline number: 0300 555 0333) or email [email protected] or alternatively you can refer to their website for further information at: http://www.legalombudsman.org.uk or you may take the matter up with the Bar Standards Board at the Complaints Department Bar Standards Board 289- 293 High Holborn London WC1V 7HZ DX 240 LDE Tel: 020 7611 1444; https://www.barstandardsboard.org.uk/