Complaints Procedure Legal Services

Everys is committed to providing a high-quality legal service to all our clients.  If something goes wrong, we would like you to tell us about it as this will help us to put matters right where appropriate and improve our standards.

1.  Who to contact

If, for any reason, you are not satisfied with any aspect of our service, including your bill, please contact our Managing Partner, James Griffin, at 5 Heron Gate Office Park, Hankridge Way, Taunton, Somerset, TA1 2LR;  tel 01823 337636; email: james.griffin@everys.co.uk; or call any of our other offices.

2.  Acknowledgement

Your complaint will be acknowledged in writing within five working days of receipt, and we will explain the actions we propose to take to investigate the matters raised by you.  It is our aim to resolve all complaints as quickly as possible and our initial letter will provide you with a timescale.

3.  Next steps

Your complaint will be examined and considered by a member of our Client Services team.  They will consider the relevant file and may discuss your complaint with the member of staff who handled the matter and/or their head of department.

We may suggest that we meet with you or contact you by telephone to discuss your complaint and our findings.

We aim to complete our investigations within 21 working days from the date we acknowledge your complaint in writing. If this is not possible, perhaps due to the complexity of the matters raised by you, we will contact you with a revised timetable explaining why an extended period is necessary.  If we have not been able to resolve your complaint within eight weeks you are entitled to refer it to the Legal Ombudsman (see 5. below).

4.  Our response

On completion of the investigation, we will write to you setting out our findings and any proposals for resolving your complaint.  You will be asked to confirm, within 14 days, whether or not you accept the conclusion, or whether you wish for the decision to be reviewed by a member of our Management Team.  We would expect to complete our considerations within 21 working days from the date you requested the review.   If this is not possible, then we will contact you with a revised timetable and a reason why a longer period is required.   If we do not hear from you within 14 days from the date of that decision, we will assume that our decision has been accepted.

If you would like to speak to our Managing Partner or a member of the Client Services team on the telephone, please do not hesitate to contact them.

5.  Legal Ombudsman

If you remain unsatisfied with the conclusion and any proposals made, or with the way we have dealt with your complaint, you can ask the Legal Ombudsman to consider your complaint.  The Legal Ombudsman can be contacted at:

PO Box 6806, Wolverhampton, WV1 9WJ, tel: 0300 555 0333, email: enquiries@legalombudsman.org.uk.  The website address is www.legalombudsman.org.uk.

The Legal Ombudsman only accepts complaints from individuals and small businesses, charities or associations.

There is a time limit for referring the matter to the Legal Ombudsman, which is generally six months from the end of our complaints procedure being completed, or within six years of the act or omission about which you are complaining occurring (or, if outside of this period, within three years of when you should reasonably have been aware of it).  Generally, the Legal Ombudsman deals with complaints relating to acts or omissions that happened after 5 October 2010 but please check this by either referring to the website or telephoning them.

Alternative complaints bodies, such as ProMediate, exist which are competent to deal with complaints about legal services should both you and this Firm wish to use such a scheme.  We have, however, chosen not to adopt an ADR process.  If, therefore, you wish to complain further, you should contact the Legal Ombudsman.

6.  Financial Services

Insurance matters and the activities of our Investment Management Department are regulated by the Financial Conduct Authority, and any unresolved complaints may be referred to the Financial Ombudsman Service (FOS).  Details are contained in a separate leaflet which is available on request.

If your complaint relates to financial services provided in connection with a legal matter, your complaint will be dealt with under our Legal Services procedures as set out above.

 

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