Sunday, November 1st, 2020

Complaints Handling Procedure


The client should normally be informed in writing at the beginning of any matter that he or she should first raise any problems with the person dealing with their case on a day-to-day basis.

If the person dealing with the client’s case on a day-to-day basis is not able to resolve the problem or complaint, either that person or the client should refer the matter to the appropriate senior solicitor. The appropriate senior solicitor will be:

  1. John Byrne, unless he is the person dealing with the case on a day-to-day basis, in which case it will be:
  2. Mark Lacey, who is a consultant to John Byrne & Co.

John Byrne will be in overall charge of ensuring that complaints are properly dealt with.

As part of the complaints procedure we will respond quickly, contacting the client by return where possible.

In all cases we will tell the client in writing:

  1. how his or her complaint will be handled, and
  2. within what timescales the client will be given an initial and/or substantive response.

We will also meet or telephone the client where necessary.

The person handling the complaint will get to the bottom of the client’s concern.

We will resolve problems quickly, within fourteen days if possible.

We will respond positively to any dissatisfaction which we consider justified. It might be appropriate in different cases to offer an apology, give an explanation, transfer the matter to another fee-earner if there has been a personality clash, or propose a costs concession.

We will keep a note of our investigation and confirm to the client in writing our final response to the complaint.

If, following our final response, the client remains dissatisfied, the client may refer the matter to the Legal Ombudsman, whose contact details are:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Please note that there is a time limit for contacting the Legal Ombudsman, which is:

  • within six months of our final response to your complaint, and
  • within six years of the problem happening or within three years from when you found about it.

If you are concerned about meeting the Legal Ombudsman’s deadline, call their helpline on 0300 555 0333.

We keep a central record within the firm of all complaints and responses.

All members of staff should have a copy of this complaints procedure and should be aware of their own responsibility in relation to it.