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Client Care Policy and Procedure

OUR CLIENT CARE POLICY

We are committed to providing a quality service to our clients. We value feedback from clients because it helps us to continually improve our service. If you do not feel that you are receiving excellent client service or that something could be improved, please do tell us about it. If we have fallen short of the high standards which we have set for ourselves then we would like the opportunity to put it right.

WHAT DO I DO IF I HAVE A COMPLAINT?

If you have a complaint, it would help us if you could email with:

• why you feel dissatisfied with the service which you have received;
• how you would prefer to be contacted about your complaint;
• if there is anything in particular which you would like us to do to resolve your complaint.

If you would prefer not to email details of your complaint in this way then please call to discuss the best way to get an understanding of your concerns.

Your complaint should be addressed to :-

Mr. Joseph Norton
Managing Director
Capstan House
The Waterfront
Merry Hill
West Midlands
DY5 1XL

E-mail : joseph.norton@waldrons.co.uk
Tel No : (01384) 811811
Fax No : (01384) 811822

WHAT WILL HAPPEN NEXT?

  1. We will send you a letter acknowledging receipt of your complaint within 7 days of us receiving the complaint, enclosing a copy of this procedure.
  2. Log your complaint on our central complaints register
  3. We will then investigate your complaint. This will normally involve Mr. Joseph Norton, reviewing your file and speaking with the member of staff who acted for you.
  4. We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this as soon as possible. We have 8 weeks to investigate and respond substantively to your complaint.
  5. If you do not want a meeting or it is not possible, We will send you a detailed written reply to your complaint including suggestions for resolving the matter as soon as possible. We have 8 weeks to investigate and respond substantively to your complaint.
  6. We very much regret any dissatisfaction which our clients experience and will not hesitate to apologise to you where our service has fallen below our high standards. We may also agree that certain steps will be taken to improve your situation and to ensure that any problems experienced will not re-occur.
  7. If you remain dissatisfied, you may be entitled to complain to the Legal Ombudsman about our service, including our charges. This service is not available to all clients, however, such as large businesses. The Ombudsman would generally expect clients to follow a firm’s internal complaints procedure first. You can find further information about the Ombudsman on the website www.legalombudsman.org.uk. You can write to the Ombudsman at Legal Ombudsman, PO Box 6167, Slough, SL1 0EH or by email on enquiries@legalombudsman.org.uk or call on 0300 555 0333. If you wish to raise a complaint with the Ombudsman then you should not delay bringing it to their attention once our own complaints process has concluded as there are some time limits on when this must be done. For example, normally you must raise a complaint with the Ombudsman within six months of the date of our final written response to your complaint. You should also be aware that the Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.

Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We have, however, chosen not to adopt an ADR process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman

The Solicitors Regulation Authority can help 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.

Further information can be found on SRA’s website at https://www.sra.org.uk/consumers/problems/report-solicitor/ or you can call 0370 606 2555.

Please note that if we have to change any of the timescales set out above, we will let you know and explain why.