FAMILY LAW KENT LTD

COMPLAINTS PROCEDURE

1.         Introduction

1.1       We are committed to providing a high quality legal service and to dealing with all our clients fairly. Sometimes we may not always get it right so if something has gone wrong, to include any billing concerns, we you may have ask that you please let us know. This will help us to improve our standards of service.

2.          Confidentiality

2.1       We will treat complaints, and any information received during the complaints procedure as strictly confidential.

3.         How to make a complaint

3.1       If you have a complaint please contact Gemma Richardson in writing by letter or by email to gemma@familylawkent.co.uk. The complaint will be acknowledged and then outsourced for external review.

3.2       To help us understand your complaint and to ensure we do not miss anything, please tell us:

1. Your full name and contact details;
2. What you think we have got wrong;
3. How you would like your complaint resolved;
4. Your file reference; and
5. Your preferred method of communication concerning the complaint (i.e. email, letter or by telephone)

4.         Managing and recording a complaint

4.1       Complaints will be outsourced to Resolve Legal (‘the Complaints Handler’). The details of the complaint will be recorded on our central register; a separate file will be opened to deal with the complaint.

5.         How we will deal with your complaint

5.1       We will acknowledge your complaint in writing (by letter or email) within 14 working days (subject to periods of annual leave which may impact upon response times*), enclosing a copy of this complaints procedure.

5.2       Our acknowledgement letter will contain:

1. A statement of our understanding of the complaint that has been made;
2. If required, a request for further information that we need in order to consider the complaint and a proposed time frame for the production of that information;
3. Contact details for the Complaints Handler; and
4. Information detailing when we will next be in contact with you concerning the complaint.

6          Assessing the complaint

6.1       The Complaints Handler will consider each complaint objectively.

6.2       This will include a preliminary assessment of the complaint made, namely.

1. Considering the complexity and seriousness of the complaint;
2. Itemising the issues in order to understand the complaint made;
3. Identifying the remedy sought by you and considering the remedies available in the circumstances and/or that are appropriate.

7          Further action following the preliminary assessment

7.1       The Complaints Handler will, following the preliminary assessment:

1. Investigate the complaint;
2. Review the file and any other relevant documentation;
3. Liaise with the individual the complaint has been made against; and
4. Provide a response to the complaint which will include commentary on the remedies sought by you and considering whether the remedies are available or appropriate.

7.2       The Complaints Handlers response will deal with any jurisdictional issues, such as status and time limits and will advise you of any other further redress available to you.

7.3       The outcome of the complaints procedure will be recorded in our central complaints record.

7.4       If you are not satisfied with the outcome of our complaints procedure, please let us know so we can review matters further.

7.5       If we have not resolved your complaint within 8 weeks, you may be able to refer your complaint to the Legal Ombudsman.

8.         Legal Ombudsman

8.1       If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.

8.2       The Legal Ombudsman expects complaints to be made within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.

8.3       You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

8.4       Further details regarding the Legal Ombudsman can be found below:

Website:           www.legalombudsman.org.uk

Telephone:       0300 555 0333

Email:              enquiries@legalombudsman.org.uk

Post:                 Legal Ombudsman, PO BOX 6167, Slough, SL1 0EH

8.5       You will not be charged for our time incurred in resolving your complaint.

9.         Solicitors Regulation Authority

9.1          You have the right to complain to the Solicitors Regulation Authority should you be concerned that we have not complied with the principles set out by the Solicitors Regulation Authority. It is imperative that we work to these principles to ensure we behave independently, fairly and with integrity to best serve the interests of our clients and public interest. Further details can be found here: www.sra.org.uk/consumers/problems/report-solicitor

*          Should we need to make changes to the timescales detailed within the complaints procedure then you will be notified.