Making a Complaint

We will always endeavour to provide you the best possible service to assist you in your matter. If however you become unhappy or are concerned with any part of our service you should make contact with this office, so that can resolve whatever the issue may be as soon as possible.

A first instance we would recommend that you contact the fee earner who has the conduct of your matter to discuss your concerns.

If matters are not resolved at that stage and you wish to make a formal complaint, we would ask that you contact David Foster either by post or email to davidfoster@baxtersolicitors.co.uk . Our Complaints Procedure provides:

No matter what form a complaint may take it is our policy to fully investigate the same in the hope that a satisfactory conclusion can be reached for all concerned. To that end, we adopt the following procedure:-

1. Upon receipt of a complaint, this is brought to the attention of the Director in charge of handling such matters.

2. A written acknowledgement of the complaint shall be sent to you within 2 days.

3. A formal investigation of the complaint shall take place within 14 days thereafter. During this process we may seek further clarification of the facts and details of this matter and in certain circumstances you may be requested to attend our office to discuss the nature of the complaint.

4. Within 28 days of the initial complaint we shall respond to you in writing with our formal response and if appropriate, with the proposed action to rectify any case.

5. In the event that you are still dissatisfied with the result of the investigation you will be invited to attend a further appointment in an attempt to resolve the matter.

If thereafter you are still unhappy you will be advised as to your legal rights and remedies.

This can include making a complaint to the Legal Ombudsman who will look at your matter independently.

They will consider a complaint providing that you have tried to resolve any issues with us directly. Any complaint to them must be within six months of receiving our final response in relation to your complaint.

Other requirements are that the event being complained about is not more than six years old nor more than three years from when you reasonably could have known about the issue.

The Ombudsman’s contact details are:

www.legalombudsman.org.uk

Telephone 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority (SRA) can deal with issues concerning behaviour such as allegations of dishonesty, treating you unfairly or if there are any discrimination issues. https://www.sra.org.uk/consumers/problems/report-solicitor