None of us likes to be the subject of a complaint, but if the firm is truly committed to providing a quality service to clients all personnel need to pick up on client dissatisfaction when it does arise and address it as best they can. The firm therefore operates a complaints handling process that seeks to ensure that it:

• knows about client dissatisfaction when if and when it does arise;
• takes all reasonable steps to ensure that the dissatisfaction is addressed and resolved wherever possible;
• reassures all clients who do complain that the firm will address their concerns without delay and that it takes all complaints seriously;
• learns from experience to lessen the risk of complaints in the future.

A complaint is any expression of client dissatisfaction however it is expressed or any expression of client dissatisfaction which the fee earner is unable immediately to resolve.

Some degree of common sense is needed in the application of the complaints handling procedure. If a client says ‘you solicitors charge a lot for what you do’ it would not usually be sufficient to amount to a complaint. If, however, the client claims that a quote or agreed costs ceiling has been exceeded without notice to them it almost certainly will be. If, on checking the file, the fee earner is able to advise the client that a letter that the client had overlooked had been written to warn that the costs would be greater than previously discussed, the problem would probably have been dealt with and there would be no need to report the complaint as such. In all cases, however, it is necessary to take a view on how the client is reacting to the particular circumstances.

All firms are obliged to make a copy of their complaints procedure available on request. The existence of the procedure is referred to in the firm’s client care letter and the full version can be found on the firm’s intranet. If appropriate, you must refer the client to the procedure, or print a copy off and send it to them if they might have difficulty in acquiring it for themselves.

Reporting a Complaint

If it is necessary to report a complaint please complete the complaints report form and forward it to Mohammed Fiaz. Client complaints will usually involve no risk of loss to the firm or the client, but if there is any chance that the complaint could amount to circumstances that should be reported to the firm’s insurers you must stay on the side of safety by reporting it as such.

As required by our complaints policy Mohammed Fiaz will consider any complaint received in as objective a manner as possible and seek to resolve the dissatisfaction. In particular he will offer to meet with the complainant when possible and suggest appropriate redress. In so doing they will also consider if a notification need to be made to the insurers and also consider if any aspect of the quality system needs amendment.

Complaints referred by the Legal Ombudsman

It is possible that a client may complain direct to the Legal Ombudsman without first following the procedures given in the previous paragraphs. In such circumstances the Legal Ombudsman will immediately refer the complaint to Mohammed Fiaz who is the designated liaison Director. The normal complaints procedures will then be followed.

Complaints Review

Mohammed Fiaz will maintain records of all complaints received and action taken on them. He is also responsible for conducting a review of all complaints records in xx of each year to enable him to report on any trends. It is essential that all personnel learn from their experience and address any underlying problems. In this way the firm can use its complaints data to help to prevent future difficulties.

Making Complaints

There may be occasions when a complaint may be made by the firm, either against another solicitor through the Legal Ombudsman or through other procedures. The agreement of a Director is needed before doing so in order that the professional and commercial standing of the firm can first receive proper consideration.