EBR Attridge LLP - Complaints Procedure
We are sorry you feel the need to complain about the service received from this firm.
Set out below is the procedure to follow in order to help you with your complaint:
WHAT TO DO IN THE EVENT OF A COMPLAINT
If there is any aspect of our service with which you are unhappy, you should initially tell the person dealing with your case and try to resolve the matter.
If after discussing the matter with that person the difficulty remains unresolved, you should set out your complaint in writing to:
Mr. Warren Brazier [Client Care Supervisor & Complaints Handling Partner]
EBR Attridge LLP
430-436 High Road
WHAT WE WILL DO ON RECEIPT OF A COMPLAINT
Within 5 working days we will reply acknowledging receipt of your complaint and confirm that the complaint is being investigated.
Within 10 working days we will advise you what action is being taken to investigate your complaint. It may be possible to respond in full to your complaint at this stage but sometimes enquiries take a little longer. [We will advise you at this stage if this is the case and how much longer the investigation will take].
Within 20 working days we will reply with the outcome of the investigation and any proposals for resolution of the issues you have raised. [If we cannot complete the investigation in this timescale, we will advise you how much longer it will take].
WHAT YOU NEED TO DO NEXT
Once you have received a response from us regarding the outcome of the investigation you need to let us know as soon as possible whether you are content with the outcome or whether you wish to pursue your complaint further.
If we do not hear from you within 10 working days we will assume that the matter is closed.
If you are not content with the outcome of the investigation and wish to pursue your complaint further a meeting can be arranged between yourself, the fee earner and Mr. Warren Brazier where the subject matter will be addressed and proposals for settlement of the complaint together with an action plan for the future will be agreed.
If you are not content with the outcome of the meeting and Mr. Braziers’ findings you can appeal, via our internal appeals procedure, to:
Mr. Vince Reveglia [Partner]
EBR Attridge LLP
436 High Road
Mr. Reveglia will contact you within 5 working days of receipt of your appeal and arrange a meeting with you to deal with your complaint.
You have the right to go to the Legal Ombudsman, our supervisory complaints body, if you are still dissatisfied at the conclusion of our internal complaints process. The Legal Ombudsman will usually require you to have gone through our internal complaints procedure before they investigate and will permit us 8 weeks to conclude our internal investigation. The Legal Ombudsman is unlikely to consider your complaint unless you have been through our internal complaints procedure.
The Legal Ombudsman contact details are:
- PO Box 6167, Slough, SL1 0EH [Address].
- 0300 555 0333 [Telephone]
- firstname.lastname@example.org [e-mail].
- http://www.legalombudsman.org.uk [Web site].
- +44 121 245 3050 [Calling from overseas].
- 0300 555 1777 (Minicom)
TIME LIMITS ON COMPLAINTS TO THE LEGAL OMBUDSMAN
We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman may be contacted at PO Box 6806. Wolverhampton, WV1 9WJ
Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of your having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which you are complaining occurring; or within one year from when you should have known about or become aware that there were grounds for complaint.
For further information you should contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk
OBJECTIONS TO A BILL
You also have the right to object to a bill by making a complaint to the Legal Ombudsman and/or by applying to the Court for an assessment of the bill under part [II] of The Solicitors Act 1974.
When your solicitor informs you of your right to apply for a remuneration certificate [many Solicitors do this in the statement printed on the back of the bill], you have one month to apply to your solicitor in writing for a remuneration certificate.
If your solicitor does not inform you of the right to apply for a remuneration certificate, and they have already taken their costs from the money they are holding for you, you have 3 months from the date you receive the bill to apply to your solicitor in writing for a remuneration certificate.
SOLICITORS REGULATION AUTHORITY
The Solicitors Regulation Authority can help you 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.
You can raise your concerns with the Solicitors Regulation Authority.
The SRA contact details are:
- The Cube, 199 Wharfside Street, Birmingham, B1 1RN (Address)
- DX 720293 BIRMINGHAM 47 (DX)
- Inside the UK 0370 606 2555 (Telephone)
- International callers +44 (0)121 329 6800 (telephone)
- https://www.sra.org.uk (Website)