1. Policy: We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage . If you would like to make a formal complaint, then our full complaints procedure is detailed below
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.
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, 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 in 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 6806
Telephone Number: 0300 555 333
A complaint needs to be brought to the Legal Ombudsman within 6 months of the date of the final written response from Talbot Walker LLP and;
- No more than six years from the date of act/omission
- No more than three years from when you should reasonably have known there was a cause for complaint
Alternative complaints bodies, such as: Ombudsman Services, ProMediate and Small Claims Mediation, are also available. These bodies are competent to deal with complaints about legal services should both you and this firm wish to use such a scheme. There may be a charge applicable depending on which complaints body is used. We will consider which would be appropriate in the circumstances and advise you in writing of the one our firm is willing to use.
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.