We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
Thursfields is committed to providing a high-quality legal service to its clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards. If you have a complaint, please raise the problem with the lawyer responsible for your matter or, if you prefer, our director for compliance, Mr Mark Pittaway, who can be contacted by email on firstname.lastname@example.org or by post at Thursfields Solicitors, 14 Church Street, Kidderminster, DY10 2AH. What will happen next?
1. We will acknowledge receipt of your complaint in writing within five days of receiving it.
2. We will then investigate your complaint. This will normally involve our director for compliance reviewing your file and speaking to the member of staff who acted for you.
3. At that stage our director for compliance will make a decision as to who is best placed to deal with your concern. This might be, for instance, the lawyer with whom you have been dealing, the lawyer’s immediate supervisor, the head of the lawyer’s team or the director for compliance.
4. Within 14 days of sending you the acknowledgement letter, our director for compliance will arrange for a detailed letter of response to be sent to you by the person in 3 above, including, if appropriate, any suggestions for resolving the matter
5. During the above 14 days period, the person charged with responding might invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting or it is not possible, we may instead offer you a chance to discuss the matter by telephone.
6. Once a full response has been sent to you, if you are still not satisfied, you should contact the director for compliance again and we will arrange for someone unconnected with the matter to review the decision. In most cases this will fall to the director for compliance himself but he will nominate someone else if he feels that it is appropriate to do so.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If we have to change any of these timescales we will let you know and explain why.
9. If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint.
Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at email@example.com.
Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
10. If a complaint cannot be resolved you may also be able to ask for it to be referred to a process of alternative dispute resolution using a certified provider. We are not required to agree to such a request. In any case this is not available to businesses, only consumers. We will give you more information about that right if it becomes relevant.