TALBOT WALKER LLP
COMPLAINT HANDLING PROCEDURE
1. Policy:
We take very seriously all expressions of dissatisfaction from our clients. If you have received this leaflet, it is likely that you have already expressed your concerns verbally or in writing to your lawyer, their Supervisor or the Member responsible for dealing with complaints, Mr Simon Walker. This leaflet explains our procedures for handling complaints to ensure that each complaint is dealt with swiftly in an attempt to reach an amicable and satisfactory solution.
2. Reporting and Investigation Responsibilities:
Informal verbal complaints should be addressed to your lawyer in the first instance. If you are not satisfied with their proposals, then the matter should be taken up with the Complaints Member, Mr Simon Walker. If the matter cannot be resolved informally with your lawyer, it would assist investigations if you were to fully detail your concerns in writing so there is less room for misunderstanding your concerns and requirements.
3. Response Times:
Written complaints will be acknowledged by the Complaints Member within 5 working days, or in his absence, by a Member acting on his behalf. This will indicate who will be responsible for dealing with the complaint.
The acknowledgement letter will include specific timescales during which a full response will be given.
4. The response will include full details of the Legal Ombudsman, the relevant time limits (both in respect of the firm’s handling of the complaint and the Ombudsman’s time limits).
5. All complaints will be investigated objectively and a clear and honest explanation will be provided to you.
6. Where the complaint is made against the Member who would normally deal with a complaint, the complaint will be handled by an independent Member.
7. If an error, an omission or a cause for dissatisfaction is found, a full apology will be offered at the earliest opportunity and an explanation will be provided. Offers of redress will be made promptly and proportionately and due consideration will be given as to the impact on the complainant recognising any upset and inconvenience resulting from the complaint, as well as what went wrong initially. Any changes to the firm’s systems consequent on the investigation will be notified to you.
8. Where possible we will endeavour to deal with complaints fairly and proportionately.
9. Unresolved issues: If, in the unusual event that we are unable to resolve the matter to your satisfaction, you are able to take the matter up with the Legal Ombudsman. The contact details for the Legal Ombudsman are:
PO Box 6167
Slough
SL1 0EH
Telephone Number: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
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 you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
10. Management: An independent record of each complaint will be recorded and logged centrally to enable us to detect reoccurring problems and trends. As necessary, we will implement corrective action in response to individual complaints and improvement measure to prevent adverse trends and correct reoccurring problems. In this manner, we aim to constantly improve the service we provide.