Introduction
1. We are committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to our bill, we need you to tell us.
How do I make a complaint?
2. If you have any problem with our service, the level of our fees, or with the way in which we have dealt with any job (whether or not you are the client), please first contact the person dealing with the matter, or if you prefer his or her supervising partner, by telephone, e-mail or by post. The firm’s reference will appear on any Beacon Law correspondence you have received.
3. We treat complaints very seriously and make every effort to deal with them effectively. We will investigate your complaint, and respond fully as soon as possible. Your complaint will be handled by the supervising complaints partner.
4. You can contact us in writing (by letter, fax or email) or by speaking with our complaints partner, whose contact details are:
Ms Karen Sproston
Beacon Law
1st Floor
Shirley House
12 Gatley Road
Cheadle
Cheshire
SK8 1PY
T: 0161 428 1234
F: 0161 239 1072
E: complaints@beaconlaw.co.uk
5. To help us to understand your complaint, and in order that we do not miss anything, please provide us with as much information as possible, in particular we would be grateful if you could tell us:
a. your full name and contact details
b. your file reference number (if you have it)
c. what you think we have got wrong
d. what you hope to achieve as a result of your complaint
6. If you require any help in making your complaint we will try to help you.
How will you deal with my complaint?
7. We will record your complaint centrally.
8. We will write to you within three working days acknowledging your complaint, enclosing a copy of this policy.
9. We will investigate your complaint. This will usually involve:
a. reviewing your complaint;
b. reviewing your file(s) and other relevant documents; and
c. speaking with the person who dealt with your matter.
10. We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
11. We will update you on the progress of your complaint at appropriate times.
12. We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
13. We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.
What if I am not satisfied with the outcome?
14. If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter. We will arrange for another partner or someone unconnected with the matter at the firm to review the decision.
15. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
16. If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
T: 0300 555 0333
E: enquiries@legalombudsman.org.uk
17. You must usually refer your complaint within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the website: www.legalombudsman.org.uk.
18. If we have to change any of the timescales above, we will let you know and explain why.
What will it cost?
19. We will not charge you for handling your complaint. The Legal Ombudsman service is also free of charge.
20. Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.