Ryan and Forst Complaints Procedure
HOW WE HANDLE COMPLAINTS
In the event of a problem or a dispute, including in relation to this firm’s bill, you are entitled to complain.
All members of the firm aspire to high standards of client care. If a complaint arises we regard it as an opportunity to check and improve our quality of service. We investigate complaints objectively and try to produce a positive and quick solution.
STEP 1 – What to do if you have a complaint
You should contact one of the directors at:-
Northampton Office : SP Law Incorporating Martin Adams & McColl Ltd 110 Whitworth Road Northampton NN1 4HJ
Tel: 01604 638 905 Fax: 01604 638 548 Email: email@example.com
Wellingborough Office: Ryan & Frost Solicitors Regent House 61-62 Oxford Street Wellingborough NN8 4JJ
Tel: 01933 273 234 Email: firstname.lastname@example.org
The investigating director will make sure that your complaint is carefully examined and (we hope) resolved speedily.
Please note that you may also have the right to object to our bill by applying to the Court for an assessment of the invoice under Part III of the Solicitors Act 1974. If all or part of our bill remains unpaid, the firm may be entitled to charge interest.
STEP 2 – Our Response
We shall aim to resolve your complaint usually within 8 weeks.
|+ 1 Day||We will record your complaint in our central register.|
|+ 2 days||We will send you a letter acknowledging your complaint|
|+ 28 days||The director will investigate your complaint and aim to give a detailed response to you. If it is not possible to comply with this timescale, we will let you know when to expect a full response. If we think it may be helpful we may suggest a meeting. Whether we respond in writing or personally we will address the issues raised in your complaint and explain how we propose to resolve any problem that has been identified.|
STEP 3 – Your Request for a Review
If you remain dissatisfied, you may contact us again within 14 days. We will then arrange for another director in the firm to review the original decision within 14 days. The reviewing director will then write to you confirming our final position on your complaint and explaining our reasons within 8 weeks of the original complaint.
STEP 4 – Referral to the Legal OmbudsmanComplaints Service (LCS)
At the conclusion of the firm’s internal complaints process, you have the right to complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must be submitted as soon as possible thereafter but in any event within 6 months of your last contact with SP Law.
The Legal Ombudsman can be contacted at:-
PO Box 6806 Wolverhampton WV1 9WJ Telephone No: 0300 555 0333 Email email@example.com
Alternative complaints bodies (such as Small Claims Mediation – www.small-claimsmediation.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We shall inform you if we do agree to use Small Claims Mediation
The Solicitors Regulation Authority (SRA) deal with cases where firms have breached the SRA Principles. Complaints about poor service should be sent to the Legal Ombudsman. If the Legal Ombudsman thinks the case involves a breach of SRA Principles, they will refer your case to the SRA. Likewise, if a solicitor is reported to the SRA for poor service, the SRA will refer the case to the Legal Ombudsman. The SRA do not have the power to award compensation for poor service, or to reduce or refund legal fees.
However, you should report the matter directly to the SRA if you think a firm or anyone regulated by the SRA has breached an SRA Principle.
There are seven principles that all lawyers and law firms must meet. They must act:
- in a way that upholds the constitutional principle of the rule of law, and the proper administration of justice
- in a way that upholds public trust and confidence in the solicitors’ profession and in legal services provided by authorised persons
- with independence
- with honesty
- with integrity
- in a way that encourages equality, diversity and inclusion
- in the best interests of each client.
You can also report a firm or someone regulated by the SRA for non-payment of professional fees (such as agent or expert fees) if you have a County Court judgment in respect of the fee, and the judgment relates to the practice in connection with providing a legal service.
There are some issues the SRA do not investigate. However, they will always consider allegations of dishonesty or discrimination.
If the SRA have closed a firm and you believe that the firm owes you money, you may be able to make a claim from the Compensation Fund.
If your complaint is in connection with the solicitor’s appointment under the Insolvency Act 1986 please contact the Recognised Professional Body that is now authorising the individual. If the solicitor has taken an appointment and is not authorised by a Recognised Professional Body then he or she may be committing a criminal offence.
If your complaint is in relation to the legal services provided by a solicitor Insolvency Practitioner please refer back to the guidance on the SRA website.