Complaints Procedure:

We aim to offer all our clients an efficient and effective service and we are confident that we will do so in this 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 in view of your claim 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 us.

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.
  8. If you are still not satisfied, you can contact The Legal Ombudsman. Your complaint should be made within 3 months from the date of receiving our formal written response.  You can make your complaint in writing, the address being The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ,.  Or via email at,  enquiries@legalombudsman.org.uk   You can also telephone The Legal Ombudsman on 0300 555 0333 or visit the website :  www.legalombudsman.org.uk/make-a-complaint/

Complaining to the SRA:

If you are not satisfied you can also complain to the SRA.  The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behaviour and that it may be in breach of the SRA’s Code of Conduct. 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/