Note that if your first language is not English or you find it difficult to read our complaints procedure, please tell us and we will endeavour to have the complaints procedure provided to you in an alternative format.
Our complaints policy
We are committed to providing a high quality legal service to all our clients, including in relation to complaints. We will therefore endeavour to deal with your complaint promptly, thoroughly, transparently and fairly, and in accordance with SRA Standards And Regulations (November 2019).
Our complaints procedure
If at any point you become unhappy with the service we provide to you, then please inform us immediately so that we can do our best to resolve the problem for you. You can tell us in person by phone (01728 454595) by email (mfairweather@fairweatherlaw.co.uk) or letter. The directors in charge of complaints handling are Mark Fairweather and Jack Fairweather.
Timescales
We have set out below a timetable for handling your complaint. Dates are calculated from the date we receive your complaint. One week after the date we receive your complaint is referred to as DOCW1 and so on.
If we have to change any of the timescales, we will let you know and explain why.
What will happen next?
1. We will confirm receipt of your complaint and let you know the name of the director who will deal with it. If possible this will be the same day we hear from you, and otherwise within DOCW1. We will usually respond to you by email or letter.
2. We will record your complaint in our central register and open a separate file for your complaint.
3. We will then investigate your complaint, and provide you with a full response in writing within DOCW2. This will include our proposal for resolution of the matter.
4. If you are not satisfied with our proposed solution, you can tell us. You should please explain why you find our response inadequate and what other reasonable steps you want us to take. We will then review our previous proposal to resolve the matter and write to you again within DOCW4.
5. If you are still dissatisfied we will ask a director from another office of our firm to review your complaint and our response. The director will reply to you within DOCW5, and we will provide you with a final response within DOCW8.
6. If we are unable to resolve your complaint within DOCW8, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of when you should have reasonably realised there was cause for complaint. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
The Legal Ombudsman’s contact details are:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk.
You can find further details on their website which is http://www.legalombudsman.org.uk
7. The Legal Ombudsman will look at the complaint independently and any investigation by them 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 the complaint with us in the first instance and you have suffered significant financial loss, stress or inconvenience, or detriment which deems it proportionate for them to investigate.
8. We are not allowed to charge you for the cost of dealing with your complaint and of course we will not do so.
9. You should please be aware that our complaints procedure is not appropriate if you have a claim against us for negligence. We will notify you if we believe this is the case.
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.
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