Our Complaint Procedure

Introduction: At Brampton Solicitors, we are committed to providing the highest standards of service. However, we acknowledge that there may be occasions when our service falls short of expectations. If you have any concerns or reasons for dissatisfaction, we encourage you to bring them to our attention immediately. By doing so, you enable us to address the issues and improve our standards. This document outlines our procedure for handling complaints in such instances.

Procedure:

1. Making a Complaint:

Clients may make a complaint in writing, via email, or by telephone. Complaints should be directed to our designated Complaints Handler Amjad Farooq, who is responsible for overseeing the complaints process.

2. Acknowledgement of Complaint:

Within 7 business days of receiving your complaint, we will send you a letter/email to acknowledge receipt and confirm that the complaint is being reviewed.

3. Investigation:

We will conduct a full and fair investigation into your complaint. This will involve reviewing your file and speaking with the members of staff who acted on your behalf. We aim to complete this stage within 28 days of acknowledging your complaint.

4. Interim Communication:

If we are unable to resolve your complaint within 28 days, we will update you on the progress and provide an estimated timeframe for resolution.

5. Resolution:

Once the investigation is completed, we will provide you with our final response. This will explain our findings, any action we have taken, and propose a resolution to your complaint. We may offer an apology, a reduction of fees, or a practical solution to your issue where appropriate.

6. Appeals:

If you are not satisfied with our final response, you may ask for the decision to be reviewed. Please explain why you are not satisfied with the decision. The review will be conducted by a partner or senior staff member who was not involved in the original matter. A response to the appeal will be issued within 14 days of the request.

7. Record-Keeping:

We will keep a record of your complaint and the outcome as part of our commitment to improving service. We handle all complaints in strict confidence, in accordance with the General Data Protection Regulation (GDPR).

8. Legal Ombudsman:

If you are not satisfied with our response or handling of your complaint, you have the right to refer the matter to the Legal Ombudsman, an independent organisation that deals with legal service disputes. You must do so within six months of our final response, and within six years from the date of the act or omission that led to your complaint (or within three years from when you should reasonably have known there was cause for complaint).

Contact Details for the Legal Ombudsman:

• Phone: 0300 555 0333
• Overseas: +44 12 245 3050
• Website: www.legalombudsman.org.uk
• Email: [email protected]
• Address: PO Box 6806, Wolverhampton, WV1 9WJ

Final Remarks: We aim to resolve any issues amicably and to the satisfaction of all parties. We view complaints as an opportunity to improve our services and are committed to learning from any mistakes we may make.