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Complaints Policy

At Blacks Solicitors, our primary objective is the delivery of a quality service to all of our clients.

As a professional law firm regulated by the Solicitors Regulation Authority (SRA) we strive to provide our clients with a professional service at all times. This includes dealing effectively with any complaints or concerns that you may have.

If you believe that the service provided to you has fallen short of these standards, then you should let us know. We can then properly investigate the matter and take any appropriate action in order to hopefully resolve your complaint or deal with your concerns.

Client Concerns

If you are a client of Blacks and have concerns over how your matter is being dealt with, or concerns over the service which you are receiving, then please do raise this in the first instance with the person who has day to day responsibility for your matter, or the Partner in charge of your file (normally the supervisor named in your ‘engagement’ letter).

Please provide them with full details of your concerns over the telephone, or in writing, or at a meeting if appropriate.

A note will be taken of the issues raised and will be investigated with a view to resolving the matter to your satisfaction.

Our experience is that this process resolves most concerns and matters successfully and effectively, without the need for any further action to be taken.

We are keen to strengthen our working relationships and feedback is always appreciated.

Formal Client Complaints

If we are unable to resolve your concerns to your satisfaction via the person dealing with the matter, then you should raise a formal complaint which will be dealt with and investigated by our dedicated Complaints team.

If you wish to raise such a complaint, please email us at Complaints@LawBlacks.com or write to us here with full details of the nature of your complaint:

Complaints Team

Wade House

The Merrion Centre

LS2 8NG

Our complaints procedure provides that:

  1. We will acknowledge your complaint within two working days following the date of receipt of your complaint at these offices.
  2. We will thereafter investigate your complaint (including discussing the matter with the appropriate personnel who have handled the file and review the documentation on file) and provide you with a substantive formal response to your complaint, usually within 14 working days following the date of receipt of your complaint.
  3. If for any reason it is not possible to complete our investigation within this timeframe, then we will advise you of this, together with the alternative date on which you will receive our formal response. On occasion, where a matter is very complex, we may need a longer period of time to complete our investigations into your complaint. We will however always endeavour to provide you with our response as soon as possible where this is the case.
  4. We may arrange to meet with you or speak on the phone during the course of our investigation in order to assist in resolving your complaint. It is important that we investigate your concerns thoroughly and take any necessary remedial action promptly. By meeting or speaking with you, our experience is that this can often assist with the process.
  5. If you are not satisfied with our formal response to your complaint you can, if you so wish, request that the matter is escalated for a final review. The complaint will then be reviewed independently by another senior member of the Complaints team or a Partner of the Firm.  Our Final Response to your complaint will then be issued to you.  This Final Response will be provided to you within 14 working days from the date of receipt of your request for the matter to be escalated for final review.

In the unlikely event that you are still not satisfied with the outcome of our Final Response and any remedial action being taken, you can then contact the Legal Ombudsman who may consider your complaint further.

The Legal Ombudsman service is only available to individuals, members of the public, prospective clients, very small businesses, charities, clubs, and trusts. Any complaint to the Legal Ombudsman must be made within certain time limits (specifically, within six months from the date of our Final Response).

If you are unsure as to whether the Legal Ombudsman can assist you with your complaint, you can contact the Legal Ombudsman Service at:

Email:    enquiries@legalombudsman.org.uk

Phone:    0300 555 0333

Website: www.legalombudsman.org.uk

Address:  PO Box 6806. Wolverhampton, WV1 9WJ

We keep a central record of all complaints received including details of the nature of the complaint and the outcome of our investigation. Paul Kelly (Partner and the Firm’s Compliance Officer for Legal Practice) has overall responsibility for complaints, which are delegated day to day to Blacks’ Complaints team.

Non- Client Issues

If you are not a client of Blacks Solicitors LLP but have a complaint to make where Blacks are acting for another party in the transaction or matter, your appropriate course of action is to raise your concerns with your appointed legal representative.

Please note that we are unfortunately unable to deal with you directly in cases where you have a legal representative already acting on your behalf.

If you are not a client of Blacks Solicitors LLP but have a complaint to make and are not represented by anyone acting on your behalf, please note that we will only be able to consider your complaint in the event that you are alleging that we have acted in breach of the principles or outcomes provided for in the SRA Code of Conduct.

In such circumstances, please send your complaint by way of email to Complaints@LawBlacks.com or write to us here with full details of the alleged breaches:

Complaints Team

Wade House

The Merrion Centre

LS2 8NG

We will then contact you to acknowledge receipt of your correspondence and investigate the matters raised.

Alternatively, you can make a report to the SRA at:

Email:    info.services@sra.org.uk

Phone:    0870 606 2555

Address:  The Cube, 199 Wharfside Street, Birmingham, B1 1RN

 

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