Our Complaints handling procedure
At Gracefields Solicitors, we are always committed to the provision of the highest quality legal advice and client care. Our approach is to provide clients with services that are focused to their individual needs. We also strive to treat all our clients equally without any form of discrimination whatsoever. However, should there be any aspects of our services with which you are unhappy or not satisfied (including our fees), please do not hesitate to tell us promptly so we can resolve the issues giving you concerns. We encourage you to raise the matter with the caseworker handling your case in the first instance, either by phone, e-mail, or by post to our office.
If you are not satisfied with the response or proposal you have received from your case handler, then the following steps or procedure will be applied in dealing further with your complaint:
- We will send you a letter acknowledging receipt of your complaint within 7 days of being notified that you are not satisfied with the resolution proposed by your caseworker.
- We will then then proceed to investigate your complaint. This will normally involve passing your complaint to our administrative or compliance officer, who will review your casefile and speak to the caseworker dealing with your matter. The complaint handler will contact you directly either by phone or email with a view to resolving the matter with you to your satisfaction.
- If you are still not happy, they will pass your complaint onto our Principal Solicitor who will review your complaint and send you a detailed written reply to your complaint including his suggestions for resolving the matter. This will be done within 21 days of you stating that you are still not happy.
- At this stage, if you are still not satisfied, you should let us know again and we will plan to review the whole decision again.
- We will then write to you within 14 days of receiving your request for a review, confirming our final position on your complaint, and explaining our reasons.
- You will normally need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.