Complaints
COMPLAINTS HANDLING POLICY & PROCEDURE
Baines Solicitors are committed to providing a high-quality legal service to all our clients. When something goes wrong, you need to inform us about it. This will help us to improve our standards.
If you have a complaint, please contact Zoey Smith with the details. We have eight 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 receipt of your complaint within three days of receiving it, enclosing a copy of this procedure. We will then investigate your complaint.
We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, we will write to you to confirm what took place and any solutions we have agreed with you.
If you do not want a meeting or it is not possible we will send you a detailed written reply to your complaint including my suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact me again and I will review the decision.
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If you are still not satisfied, you can then contact the
Legal Ombudsman
Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
PO Box 6167
Slough
SL1 0EH
about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman www.legalombudsman.org.uk.) within six months of receiving a final written response from me about your complaint or within a year of the act or omission about which you are complaining occurring (or you becoming aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.