Complaints and how to contact us
Our goal is to provide to you with an excellent and successful service and we hope that you won’t ever need to make a complaint but on occasion, problems can arise. Should you at any point in time be unhappy with our service you have the right to make a complaint. At all stages we aim for any complaints to be addressed quickly, fairly, and free of charge
The first step is for you to write to us explaining why you are unhappy. Any such letter or email should be marked for the attention of Ashley
Cocker. ashley.cocker@horsleylaw.co.uk He is the partner responsible for dealing with complaints. He will reply to your letter by sending to you a copy of our complaints procedure and will explain the next steps along with timescales.
We will ensure at all times that your complaint:
- will be treated seriously;
- will be dealt with promptly;
- will be dealt with in a confidential manner; and
- will not affect your existing obligations or affect our commercial arrangements.Furthermore, you have the right to complain to the Legal Ombudsman. The Ombudsman’s contact details are:Telephone – 0300 555 0333
Email – enquiries@legalombudsman.org.uk
Website – www.legalombudsman.org.uk
Post – PO Box 6806, Wolverhampton WV1 9WJ.There are time limits for making a complaint to the Ombudsman. From 01 April 2023, the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned, or within a year of you realising there was a concern. The Legal Ombudsman will require you to refer your concerns to them within six months of our final response to you.
We comply with and are regulated by the Solicitors Regulation Authority (SRA) rules and Provision of Services Regulations 2009. So, alternatively you may choose to contact them. Their details can be found www.sra.org.uk/consumers
You also have the right to lodge a complaint with the supervisory authority in your country of residence, place of work or the country in which an alleged infringement of data protection law has occurred within the EU.
Complaints Policy and Procedure
1.1. Definition of complaint:
1.1.1. The Law society describes a complaint as being any expression of dissatisfaction. Traditionally law firms have only considered a formal complaint by letter or email as a complaint, and this concept is widely criticised.
1.1.2. At Horsley Law, any expression of dissatisfaction shall be considered a complaint and investigated.
1.1.3 Complaints may come from individual clients, as well as businesses, third parties or clubs and societies.
1.2 Complaints mandate:
1.2.1. Horsley Law takes any complaint extremely seriously.
1.2.2. All complaints shall be fully investigated by a director in a manner which is: Thorough:
Expeditious:
Sensitive to the client.
1.2.3. The complaints procedure is available on the Horsley Law website.
1.2.4. The details of who a client can complaint to will be detailed within the initial client care letter.
1.2.5. Where an investigation into a complaint shows a breach of Horsley Law’s client care policy by a staff member, then the disciplinary procedures will be adhered to.
1.3. How to make a complaint:
1.3.1. To start a complaint, a client or third party can either: Use the contact facilities on the Horsley Law on the website. Contact the file handler direct by email.
Contact the complaints manager direct by email. Contact head office either by email or telephone.
1.3.2. The complaint should identify who they are, their involvement (if any) with a case, and details of the complaint.
1.4. Procedures of investigating a complaint:
1.4.1. Once a complaint has been made, a director will be responsible for the investigations.
1.4.2. Within 24 hours the director will:
1.4.2.1. Acknowledge the complaint and confirm that a director is investigating the matter.
1.4.2.2. Carry out an interview with the fee-earner and supervisor (if appropriate and possible to do so).
1.4.2.3. Decide what steps should be taken which may include: Changing file handler.
A review of procedures
Training
Disciplinary action
1.4.3. The investigation must not interfere with the day to day running of the file or result in any delay.
1.4.4. Where appropriate, the file shall be handled by the supervisor during the investigation period.
1.4.5. Once the investigation is completed, the director should contact the complainer (where possible) to discuss the outcome. The matter will be dealt with in accordance with our client care policy.
1.4.6. The investigation should be completed using the Complaint Investigation form.
1.5. Escalation of Complaints to the Legal Ombudsman (LeO)
1.5.1. If a complaint is not resolved within eight weeks, then Horsley Law must notify the client that they have the right to escalate the complaint to the LeO.
1.5.2. The LeO may require the client to complete a complain form. 1.5.3. The LeO will ordinarily attempt to resolve the complaint informally.
1.5.4. If this is not possible, then a formal investigation will be carried out. Both the client and the company will have the opportunity to provide details of the complaint.
1.5.5. The LeO will then provide a provisional decision known as an assessment. If both parties agree then the complaint will be deemed as resolved.
1.5.6. Where parties disagree with the provisional decision the LeO will make a final determination. If the client accepts the final determination then this will be binding.
1.5.7. If the client does not accept the final determination then the client may take legal action.
