Complaints Procedure

As a Firm we obviously hope that you do not have cause to complain about our service to you.   However, if you do wish to complain about any part of our service, this document outlines the procedure which will be undertaken.

  1. Any complaint should be made to Ian Boddy, unless the complaint is about Ian. If the complaint is about Ian, or Ian is away, then the complaint should be made to Digby Johnson

  2. The Firm treats all complaints seriously. To ensure that we are clear about what your complaint is we ask that complaints are always made in writing.

  3. We will normally acknowledge your complaint, in writing, within three working days and in any event within seven days of the complaint being made.

  4. It may be that we require further information from you in order to properly investigate the complaint that you are making, and we may either ask you to write to us or meet with Ian and Digby in person. We will speak to the member(s) of staff that you are complaining about, and investigate the complaint that you are making.  We will keep a record of what both you and any member of staff involved tells us.

  5. We will discuss with you or notify you in writing of the outcome of our investigation into your complaint. We will attempt to resolve your complaint to everyone's satisfaction.

  6. As a result of your complaint we may do one or more of the following: –

    • take no action/decide that your complaint is not justified;

    • offer you an apology and/or arrange for someone else to deal with your case;

    • change our internal procedures;

    • provide additional training to staff to ensure that a similar situation does not arise again;

    • take disciplinary action against a member of staff;

    • refer you to another firm of solicitors who can provide you with independent advice;

    • If you are paying us privately, we may reduce your bill or waive it altogether.

  7. If you are not satisfied with the way in which we have dealt with your complaint you are entitled to make a complaint to the Legal Ombudsman at P. O. Box 6806, Wolverhampton, WV1 9WJ. The Legal Ombudsman also have a website at legalombudsman.org.uk  If you wish to make a complaint to the Legal Ombudsman you should be aware that you must do this within six years from the date of the act/omission or three years from when you should have known about the complaint in order to bring your complaint to the Legal Ombudsman.

  8. If your complaints is about a matter of professional standards you may also complain to the Solicitors Regulation Authority (the SRA). Their website is at www.sra.org.uk. Their postal address is Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN or DX 720293 BIRMINGHAM 47.

  9. Although the maximum time allowed by the Legal Ombudsman for investigation and resolution of your complaint is eight weeks, we will try to resolve your complaint within 21 days. However, if it is particularly complex or if we need to retrieve files from other solicitors or our storage facility, it may take longer. In the event that the process takes longer than 21 days we will notify you of this and keep you updated as to our progress.

We take all complaints seriously.   We wish to provide the best service that we can, and we welcome any input that helps us to achieve this goal.  If you have any questions regarding this procedure, then you should not hesitate to contact either Ian Boddy or Digby Johnson who will attempt to explain it further.