Complaints Procedure:

We aim to offer all our clients an efficient and effective service and we are confident that we will do so in your case. However, should there be any aspect of our service with which you are unhappy, you may raise the matter with Mrs Nicola  Roberts, who is the Complaints Handling Manager of the Company and your complaint will be looked in to further.   Whilst unlikely  if your claim is being on a No Win No Fee basis, we are nevertheless obliged to state that your complaint may include a complaint about a bill.

Should you feel it appropriate to contact Mrs Roberts, we would ask you to do so in writing and then allow 14 days in which to respond.  

You can write to PO BOX 887 LYMM WA155NH or email nicola.roberts@porterssolicitors.co.uk 

If you complain via email please seek confirmation of receipt of your email. 

 

If you have any queries in relation to your claim, please do not hesitate to contact your file handler or our central email at: info@porterssolicitors.co.uk.   

We do have a complaints procedure as follows:  

What will happen next once a written complaint is made?

  1. We will send you a letter / email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to Nicola Roberts who will review your matter file and speak to the member of staff who acted for you.
  3. Nicola Roberts  will then write to you with her findings within 21 days of sending you the acknowledgement letter. However, if the complaint is complicated further time may be needed. If so, Nicola Roberts will write and tell you and set another time limit.
  4. If you do not want a meeting or it is not possible, Nicola Roberts  will send you a detailed written reply to your complaint, including his suggestions for resolving the matter.
  5. Within three days of any meeting, Nicola Roberts will write to you to confirm what took place and any solutions she has agreed with you.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another lawyer unconnected with the matter at the firm to review her decision. In some cases, an appropriate alternative at this stage might be mediation to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied, you can contact The Legal Ombudsman .

You can contact the Legal Ombudsman by:

Telephone: 0300 555 0333 between 9.00 to 17.00.

Email on enquiries@legalombudsman.org.uk 

Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH 

Website: https://www.legalombudsman.org.uk/

Time limits for complaint to the Legal Ombudsman

The Legal Ombudsman aims to resolve complaints and assist clients and their solicitors to reach a mutual agreement. There are, however, time limits for submitting complaints to them. These time limits also apply for referrals to the Financial Ombudsman Service.

Please note that from 1 April 2023 these time limits have changed. 

A compliant to The Legal Ombudsman MUST be made to them:

  • Eight weeks after lodging your complaint with us, if you haven’t received our final response.
  • Within six months of receiving our final response to your complaint and;
  • No more than one year from the date of the act/omission being complained about, or;
  • No more than one year from the date that you should reasonably have known that there was cause for a complaint 

The Legal Ombudsman will have discretion to accept out of time complaints where they deem it is fair and reasonable to do so.

Complaining to the SRA:

If you are not satisfied you can also complain to the SRA

  • The Solicitors Regulation Authority (SRA) could help if you think a solicitor or firm might have been dishonest or if you have concerns about their behaviour or that they have breached the code of conduct . Detailed information about this can be obtained by contacting them.
  • Examples include: (i) taking or losing your money, (ii) dishonesty or deliberately overcharging you, (iii) treating you unfairly because of your age, a disability or other characteristic. 

Contacting the SRA:

You can contact the SRA at : The Cube, 199 Wharfside Street, Birmingham, B1 1RN, 

Tel: 0370 606 2555,

Website: https://www.sra.org.uk/consumers/problems.page

 You can find information on how and when to raise a concern with the SRA on the SRA website.

https://www.sra.org.uk/consumers/problems/report-solicitor/

If we are unable to resolve your concerns, we will explain your right to mediation or access to independent dispute resolution services.  

Please do not hesitate to contact us if you are in doubt about the procedures set out.