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Complaints Procedure

What to do if you are unhappy about our service

We want to ensure that we give you the best possible service. However, we accept that occasionally our clients may have concerns or feel unhappy about an aspect of the service we have provided. In most cases any concerns can be resolved by speaking to the lawyer who is handling your case and they will be only too happy to explain the actions being taken and do their best to resolve any problem.

If you still have concerns we ask that you follow the steps set out in our Complaints Handling Policy as set out below.

Complaints Handling Policy

1. The aims of this policy
The aim of the Complaints Handling Policy is to ensure that the client:
  • gets a prompt response;
  • is satisfied that the complaint has been dealt with seriously and objectively;
  • has the problem resolved as quickly as possible.

When dealing with complaints we aim to:

  • deal with concerns promptly and fully: the happiness of our clients is important to us
  • act fairly and proportionately
  • put things right
  • make improvements to our procedures to avoid issues arising in the future

 

2. How to make a complaint

The person with responsibility for dealing with complaints is our Principal Solicitor, Donna Walmsley.

If you have a complaint about the service you have received from us please contact Donna Walmsley (in writing) and let us have full details of your concerns as soon as you can.  Should your complaint relate to a bill, you must inform us within a month of receiving the bill.

By post : Donna Walmsley, Beckett & Co Solicitors, 3 Farrington Street, Chorley, PR7 1DY

By email: d.beckett@beckettandco.co.uk

 

3. What will happen next?

We will acknowledge receipt of your complaint by post or email.

Donna Walmsley will then investigate your complaint.  She may telephone you to request further information or discuss matters in further detail so that the cause of your complaint is clearly identified and understood.

 

4. Our response to your complaint

We will either:

  • send you a written response to your complaint (to include any suggestions for resolving the matter if appropriate). We will do this as soon as possible and in any event within 28 days of receiving your complaint, or
  •  if we think it appropriate and likely to lead to resolution, we may invite you to take part in a telephone consultation or meeting and hopefully resolve any issue you have raised with us. Within 7 days of any such consultation or meeting we will write to you to confirm the discussions and any solutions or action agreed.

If we have to change any of the timescales above, e.g. if we need further time to complete our enquiries, we will let you know and will explain why.

 

5. Referral to the Legal Ombudsman 

 

We hope to resolve your complaint via our internal complaints handling policy. However, in the unfortunate event that we have not been able to resolve your complaint within an 8 week period, you can refer your complaint to be considered by the Legal Ombudsman.

 

The Legal Ombudsman’s objective is, in the first instance, to reconcile complaints and to assist clients and their solicitors to resolve issues between them. The Legal Ombudsman does set certain restrictions on the complaints which can be considered, and there are time limits which apply to referring a complaint to the Legal Ombudsman.

 

Before referring a complaint to the Legal Ombudsman, you must give us an opportunity to deal with your complaint under our own complaints handling process. If we are unable to resolve your complaint you can refer the complaint to the Legal Ombudsman.

 

There are time limits for referring a complaint to the Legal Ombudsman.

 

From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be not later than:

  • one year from the date of the act or omission being complained about; or
  • one year from the date when the complainant should have realised that there was cause for complaint.

The Legal Ombudsman has the right to exercise discretion to extend the 1 year time limit for specific customers if, on the evidence, it was fair and reasonable to do so but such an extension cannot be guaranteed.

 

You can contact the Legal Ombudsman:
By post: PO Box 6806, Wolverhampton, West Midlands, WV1 9WJ
By telephone: Tel: 0300 555 0333
By email: enquiries@legalombudsman.org.uk

 

For further guidance about how to make a complaint, visit: http://www.legalombudsman.org.uk 
If your complaint is about your bill, you may have a right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974.
If you wish to take advantage of this procedure, you should be aware that there are strict time limits applicable:
  • You have the right to apply for a detailed assessment within a month of our bill.
  • If you delay beyond a month the Court may impose restrictions.
  • Once a year has elapsed since the date of the bill you will lose the right to a detailed assessment, unless there are special circumstances.

 

You should be aware that the Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for such an assessment.

 

6. The Solicitors Regulation Authority (SRA)
We are regulated by the Solicitors Regulation Authority. If you think that Beckett & Co Solicitors or any individual within the firm has breached any of the SRA Principles then you may report the issue directly to our regulator. You can find more details on how and when to report an issue on the SRA website https://www.sra.org.uk/

 

The SRA does not have the power to award compensation for poor service, or to reduce or refund your legal fees. If your report relates to these issues you will be referred to the Legal Ombudsman.

 

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