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Complaints Procedure

Our complaints policy

Legalmatters Limited is committed to providing a high-quality legal service to all our clients. When something goes wrong or you become unhappy or concerned about any aspect of our service, we need you to tell us about it immediately, so we can do our best to resolve the problem. This will help us to improve our standards.

Our complaints procedure

In the first instance, please contact the person who is dedicated to working on your matter as soon as you become aware of the problem to discuss your concerns.  We will do our best to address and resolve your concerns swiftly and comprehensively at this early stage.  

If however, they have been unable to address the problem to your satisfaction within 10 working days, or if it is not reasonable in the circumstances for you to raise this with them directly, you may wish to make a formal complaint directly to one of our Client Relations Managers.  You can do this by contacting them directly or by asking the person dealing with your matter to refer your complaint to the relevant Client Relations Manager:-

Andrew Titmus, Estate Planning – Andrew.titmus@legalmatters.co.uk

Karen Barlow, Estate Administrationkaren.barlow@legalmatters.co.uk

Rosie Cowley, Property – rosie.cowley@legalmatters.co.uk

To avoid any misunderstanding and to ensure we can address the problem comprehensively it would be helpful (but not essential) if you could, at this stage, put your concerns (or the outstanding aspects of your concern) in writing, either in an email sent to the relevant Client Relations Manager (contact details as above) or in a letter addressed to the Client Relations Manager, legalmatters, The Byre, Hills Barns, Appledram Lane South, Chichester PO20 7EG

Making a complaint will not affect how we handle the work we are instructed to carry out for you.

What will happen next?

  1. Your complaint will be recorded in our central register.
  2. The Client Relations Manager will aim to contact you in person or by email or by letter within 5 working days of the referral of your complaint to acknowledge your complaint and/or provide an initial response to your concerns and/or to request further information from you to assist in their investigation.  You will also be directed to a copy of our Complaints Procedure.
  3. The Client Relations Manager will investigate your complaint fully thereafter and will aim to complete their investigation and contact you with their findings and any proposals for resolving your complaint (the decision) within 15 working days of the referral of your complaint.  You can contact the Client Relations Manager at any time in relation to the investigation of your complaint.
  4. If you are not satisfied with the findings and decision reached by our Client Relations Manager or the proposals made to resolve your complaint, please let us know as soon as possible and explain why. Your complaint will, at this stage, be referred to Lucy Thomas, our Legal Services Director who will review the findings and the decision of our Client Relations Manager.
  5. We will contact you within 15 working days of you requesting a review of our Client Relations Manager’s decision, to confirm our final position on your complaint and explain our reasons.
  6. We have eight weeks from the date we receive your complaint in which to resolve it to your satisfaction.  
  7. If we have not done so within that time, or if after that you are not satisfied with our final response, you can contact the Legal Ombudsman who will look at your complaint independently.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman within six months of receiving a final response to your complaint and

      • No more than six years from the date of act/omission; or
      • No more than three years from when you should reasonably have known there was cause for complaint.

 

If you would like more information about the Legal Ombudsman, please contact them by:

Visiting: www.legalombudsman.org.uk

Calling: 0300 555 0333 between 9am to 5pm.

Emailing: enquiries@legalombudsman.org.uk

Writing to:  Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Please feel free to contact us at any point to discuss your complaint.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability, or other characteristic.

Visit their website at www.sra.org.uk to see how you can raise your concerns with the Solicitors Regulation Authority.

Policy reviewed and updated July 2020