Client care and our complaints policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong you need to tell us about it. This will help us to improve our standards.
Our complaints procedure
If you have a complaint, please contact Susan Willoughby who is responsible for Client Care. Susan is the Group Risk & Compliance Manager (the Director for overall responsibility of the team is Steve Dibb). In the first instance you can contact Susan at:
Switalskis Solicitors Limited
Telephone number: 01977 703215
What will happen next?
At this time we will write to you confirming our final position on your complaint. We will also give you contact information for The Legal Ombudsman . If you are still not satisfied you can contact them about your complaint.
The above procedure in total should not exceed 8 weeks. If this time scale needs to be amended we will contact you to let you know why.
The Legal Ombudsman Service
Should you wish to refer your complaint to the Legal Ombudsman Service , they will require you to have already made your complaint to us. The Legal Ombudsman Service will require copies of your complaint and our response.
We are permitted a period of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then our clients are advised that they may ask the Legal Ombudsman to consider the complaint.
Clients are free to refer any complaint about our work, fees or level of service but there are some conditions and time limits. Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of the client having received a final written response from us about their complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which the client is complaining occurring or from when the client should have known about or become aware that there were grounds for complaint.
You can find useful guidance and resources on their website – www.legalombudsman.org.uk (telephone 0300 555 0333 ; email firstname.lastname@example.org ) including a template and guide to making a complaint if you haven’t already done so.
In addition we are regulated by the Solicitors Regulation Authority (“the SRA”). They work with solicitors firms such as ours to make sure we comply with their Principles, to make sure we behave independently, fairly and with integrity to best serve the interests of our clients and the public interest. They welcome information about dishonesty or breaches of their Principles.
Please note the SRA is not able to deal with issues of poor service.
Examples of where the SRA could help include: