Our aim is to offer all our clients an excellent service; one that provides technically correct legal functions and advice, performed in a courteous and efficient fashion. We have always enjoyed a high level of client satisfaction, which we work hard to achieve, by listening to our clients and revising our practices should the need arise. However, we do recognise that sometimes things go wrong, and, very occasionally, we do not achieve our purpose of delivering good value services. If this occurs, we need to know that you are unhappy, and why, so that we may have the opportunity of putting matters right.
Complaints fall into different categories (including complaints about bills). We have a six step process of resolving complaints. This, in our experience, enables us to respond in the most rapid and professional manner.
If however your complaint is particularly serious, or you feel unable to deal with the person handling your matter, then please start at step 2. You may make your complaint to our Client Care Director, Simon Fothergill by telephone (01621 852323/01376 512338), by e-mail simon.fothergill@brightslaw.com, by post, or via our website. If your complaint is about a bill you may alternatively apply to the court for your bill to be assessed under Part III of the Solicitors Act 1974. Please note that we are entitled to charge interest if all or part of the bill remains unpaid.
Step One
Initially please direct your complaint to the person dealing with your matter. It is likely that they are unaware that you are unhappy with the service you are receiving. Please tell them. If they can deal with your complaint, they will do so, and aim to resolve it with you with a minimum of fuss and in a speedy fashion. Experience shows that a majority of complaints are satisfactorily resolved at this level.
Step Two
If you prefer, or your complaint cannot be dealt with by the person handling your matter please contact the lawyer supervising your work (the identity of this lawyer can be found in the initial letter we sent you when we accepted your instructions). If they can deal with your complaint, they will do so, and aim to resolve it with you with a minimum of fuss and in a speedy fashion.
Step Three
If you prefer, or your complaint cannot be dealt with by the person handling your matter or their supervisor, then please contact our Client Care Director, Simon Fothergill. Your complaint will be acknowledged and you will be asked for any further information we need to investigate your complaint fully. You can expect to receive an acknowledgement of your complaint within 5 working days of its receipt. A file will be opened and a record of your complaint made in our central register.
Step Four
Your complaint will be investigated. We will examine the file and will speak to the fee earner concerned. We will invite you to meet our Client Care Director and hopefully resolve the complaint. If you do not want a meeting, or it is not possible, we will send you a detailed reply to your complaint. This will happen within 10 working days of us completing our investigation.
Step Five
If we do not resolve your complaint satisfactorily, you may ask us to review our decision. Another director of the firm will review the decision within 10 working days of receiving your request for a review.
Step Six
If you remain unhappy with our decision you may complain to the Legal Ombudsman. The Legal Ombudsman may be contacted on 0300 555 0333, or by post at PO Box 6167, Slough SL1 0EH, or via the website www.legalombudsman.org.uk. Your complaint to the Legal Ombudsman must be made within 6 months of receiving a final written response from us about your complaint or within 1 year of the act or omission about which you are concerned or within 1 year of you realising there was a concern.
What to do if you are unhappy with our behaviour
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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
Thank you for helping us to achieve client satisfaction.
