Whilst we hope that you are never dissatisfied with our service, if matters do arise and 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 you should raise any issues you have with person who is working on your case who has day to day conduct of your matter.
If this does not resolve matters to your satisfaction and you would like to make a formal complaint then please write (by letter or email) to Stacey Pocock, the partner with responsibility for complaints at Ironmonger Curtis.
If the complaint is regarding a matter that Stacey has been involved in, then it should be addressed to Trevor Ironmonger.
We will confirm receipt of your written complaint within two working days and we will then investigate your complaint. This will normally involve a review of your file and a discussion with the member of staff who acted for you. The task of reviewing the file may be delegated to another senior fee earner if they have expertise which would assist.
We will then send you a detailed written reply to your complaint within 14 days of us sending the acknowledgement to you. We may need to request further information from you before sending the detailed reply to ensure your complaint is fully investigated. If we do need to ask for further information, this may impact upon the timescales for us to reply in detail to you.
Alternatively, within 14 days of us sending the acknowledgment, instead of a written response we may invite you to a meeting at our office to discuss and hopefully resolve the complaint. It is not always appropriate or necessary for a meeting to be held but if such a meeting does take place, within two working days of that meeting, we will write to you to confirm what took place and any solutions agreed.
If you remain dissatisfied with our response, within a further 14 days of you receiving our letter (either in response to the initial complaint or after a meeting), you can submit a written request for a review of our response to Trevor Ironmonger, who will review the matter further.
We will then write to you within 14 days of receiving the request for a review confirming our final position on the complaint and explaining our reasons.
If it is necessary to change any of the above timescales, we will notify you and explain why.
Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty or taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority (LINK – https://www.sra.org.uk/consumers/problems/report-solicitor.page).
What to do if we cannot resolve your complaint
If we are not able to resolve your complaint, then at the conclusion of our complaints procedure, you may have the right to refer the matter to the Legal Ombudsman.
The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your case.
A complaint to the Legal Services Ombudsman must be made within 6 months of you receiving our final decision letter and no more than six years from the date of act/ omission or no more than three years from when you should have reasonably known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them:
PO Box 6806
The telephone number is 0300 555 0333,
For business law advice 0845 225 2635