Complaints 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 provided 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. If you would like to make a formal complaint, then you may do so following our Complaints Handling Procedure. Making a complaint will not affect how we handle your case.

COMPLAINT HANDLING PROCEDURE:

We are sorry that you have found it necessary to make a complaint. We aim to provide a high-quality legal service to all our clients. When something goes wrong we will do our best to put it right as quickly and as straightforwardly as possible.

Clients must address any complaints in writing to the ‘Practice Director’, who will review the matter and assign a complaint handler to investigate. You can complain about problems that have caused you inconvenience or distress or financial loss during the conduct of your case. If you are a privately paying client you may complain about any bill of costs we send to you. This leaflet explains how we handle complaints.

ISABEL BATHURST CONSULTING LTD INTERNAL PROCEDURE

When we receive a complaint we have 8 weeks in which to investigate it and then try to resolve it to your satisfaction. After that you can take your complaint to the Legal Ombudsman for England & Wales.

Within 7 days of receiving a formal complaint the Practice Director will decide who is going to deal with it and we will send you a letter acknowledging your complaint and giving you the name of the complaint handler. The complaint handler may contact you to confirm or explain any details of your complaint so that we understand your concern fully. We will open a file for your complaint and record it in our central register.

Within 8 weeks we will write to you again with our initial response including our suggestions for putting matters right if they have gone wrong.  We will invite you to respond.  In appropriate cases we might offer an apology, a reduction of any bill or a repayment in relation to any payment received.

If the issues are complex we may need extra time to investigate or suggest that we meet with you to discuss your complaint.  This may mean that the timetable has to be extended.  We will write to you within 7 days of any meeting to confirm what took place and what was agreed.

If you are satisfied with our initial response we will implement any steps that have been suggested to achieve the agreed outcome and we will tell you in writing when we have done so.

If you are not satisfied with our initial response the firm’s COLP (Compliance Officer Legal Practice) will review the matter taking into account any suggestions you may have to resolve the problem.  Within 14 days of receiving your reply we will write again with further suggestions for resolution.     If you do not reply to our first letter we will write again after 2 weeks.  If after a further 14 days we do not get a reply from you we will not pursue the complaint any further.

WHAT TO DO IF YOU ARE NOT SATISFIED WITH OUR RESPONSE

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within 6 months of receiving a final response to your complaint and
  • No more than 6 years from the date of act/omission; or
  • No more than 3 years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9:00 to 17:00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

If your complaint is about a bill you may also have a right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974.  If all or part of our bill remains unpaid we may be entitled to charge you interest on the amount unpaid.

WHAT TO DO IF YOU ARE UNHAPPY WITH OUR BEHAVIOUR

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. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.