Kingsley David Solicitors Complaints Procedure
Our complaints policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our service and standards.
Our complaints procedure
If you have a complaint, please contact the solicitor dealing with your matter first to see if the concerns you have can be resolved to your satisfaction. If not or you do not feel able to disuss the matter with the solicitor acting for you, please write to Mr Simon Stone, our Senior Partner. He will pass your complaint to the director / partner in charge of the department involved in your complaint. If we have to change any of the responsibilities or the timescales set out below we will let you know and explain why.
What will happen next?
1. Within five days we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate to us we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.
2. We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.
3. If appropriate and at our discretion we may then invite you to meet us to discuss and hopefully resolve your complaint. We would hope to be in a position to respond no longer than 14 working days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write fully to you setting out our views on the situation and any redress that we would feel to be appropriate.
4. In the alternative we may write to you with our findings without a meeting.
5. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision unless paragraph 7 below applies. We would generally aim to do this within 10 working days. This will happen in one of the following ways:-
The person dealing with your complaint will review his/her own decision; or
We will arrange for someone in the firm who has not been involved in your complaint to review it; or
Mr Stone will review your complaint; or
We may ask our local law society or another local firm of solicitors to review your complaint. We will let you know how long this process will take; or
We may invite you to agree to independent mediation. We will let you know how long this process will take.
6. We will let you know the result of the review within five working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman. If you are still not satisfied, you can contact them about your complaint. We very much hope that this will not be necessary.
7. In the event that the nature of the complaint(s) is found to be such that the continued relationship of solicitor and client is untenable then we shall write to you and explain such and invite you to take over the conduct of your matter or pass it to another solicitor. That does not of course mean that we will not deal with your complaint but to make this decision there would have been a review of the matter by at least three senior personnel within our company and prior to making the decision. If you are not content with the findings you may then contact the Legal Ombudsman. You have to do this within six months. Their address is:-
PO Box 6806, Wolverhampton WV1 9WJ
Tel: 0300 555 0333
8. An Alternative Dispute Resolution entity can sometimes be used if the parties agree and the outcome of the complaint is not accepted, Their details are:
National Conciliation Service
2 Allerton Road
Phone: 01788 538317