This Complaints Handling Procedure tells you how we will deal with your complaint and how long it is likely to take. It also provides important information about what you can do if you are not happy with the way in which we are dealing with your complaint, or about our final decision.
If you have any concerns about our service, our work, or our charges, you should discuss these first with the individual who has day-to-day control of your matter.
If this person cannot satisfactorily address your concerns and you wish to make a complaint, please contact our Designated Complaints Handler, Kimberley Spikings.
You can write to her at 131 The Parade, High Street, Watford, Hertfordshire, or send an email to firstname.lastname@example.org
Within five working days of receiving your complaint, your complaint will be recorded in our Complaints Register and a separate file will be opened in which we will store any correspondence and other documents relating to your complaint. Within five working days we will also send you a letter acknowledging your complaint.
Within twenty working days of receiving your complaint, we will review your file(s) and any other relevant documentation and send you a letter telling you how we propose to deal with your complaint. Examples of what we might say in this letter are as follows:
Whichever form our investigation takes, we will aim to give you our final decision within six weeks of receiving your complaint (or sooner if possible).
If you are not satisfied with our final decision, please let us know and we will review our decision again. We will let you know the result of any appeal within five working days of receiving your appeal.
If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint provided you do so within six months of the end of our Internal Complaints Handling Procedure.
In addition, there are time limits relating to the date you first became aware or should have become aware of the problem. The relevant time limits are set out in the version of the Legal Ombudsman’s Scheme Rules in force from time to time (which can be accessed at: https://www.legalombudsman.org.uk/information-centre/corporate-publications/scheme-rules/ or by contacting the Legal Ombudsman using the contact details provided below) and may only be extended by the Legal Ombudsman in exceptional circumstances.
You must take your complaint to the Legal Ombudsman:
Ordinarily, you cannot use the Legal Ombudsman unless you have first attempted to resolve your complaint using our internal Complaints Handling procedure, but you will be able to contact the Legal Ombudsman if:
If you wish to make a complaint to the Legal Ombudsman, you must be one of the following:
If you are not, you should be aware that you can only obtain redress by using our Complaints Handling Procedure or by mediation or arbitration, or by taking action through the Courts.
Legal Ombudsman Contact Details
Address: PO Box 6806, Wolverhampton WV1 9WJTelephone: 0300 555 0333Email: email@example.comWebsite: www.legalombudsman.org.uk
The Solicitors Regulation Authority can help you 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.
Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RNTelephone: 0370 606 2555Email: firstname.lastname@example.orgWebsite: www.sra.org.uk
Where we are not able to settle your complaint using our internal complaints process, there are alternative complaints bodies (such as the Ombudsman Services www.ombudsman-services.org) which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
Please let us know if you would like to consider using an alternative complaints body to resolve your complaint.
Bottrills Solicitors LLP first opened its doors in Barnet in 1973. Since this time we have supported hundreds of clients across the South East.
Bottrills Solicitors LLP131 The ParadeWatfordWD17 1NA
Romily Court,7 St Albans Road,BarnetEN5 4LN(By appointment only)