+44 (0)1926 484488

Complaints Procedure

Sketchley Solicitors Complaints procedure:

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. Making a complaint will not affect how we handle your case.

We are committed to providing a high quality service to our clients. We do our utmost to avoid complaints and, on the odd occasion when one may occur, we aim to investigate thoroughly and resolve any issues quickly. We ask that you tell us straight away if you are at all unhappy so that we can put it right. Initially, please raise the issue direct with the member of our staff undertaking your work, either verbally or in writing. We would hope that most issues or misunderstandings could be resolved at this level.

Within 3 working days the member of staff receiving the complaint will then pass a note of it and the action taken to the Complaints handler, Carol Sketchley. If you would rather not speak to the person handling your matter about your complaint, or you remain unhappy after speaking to them about it, please contact Carol Sketchley direct. You may write, email carol@sketchleysolicitors.co.uk or ‘phone 01926 484488.

Carol will write to you within 3 working days acknowledging your complaint and offering you a meeting to confirm the details. In the alternative, you will have the option of submitting the details in writing if you have not already done so. A copy of this procedure will be enclosed with the letter.

Carol will then investigate your complaint and send you a detailed response within 10 working days, including, if appropriate, suggestions for a resolution of all issues. If we are unable to resolve your complaint to your satisfaction, or if we do not give you our final response to your complaint within 8 weeks of you formally lodging it, The Legal Ombudsman can help you. They will look at your complaint independently and rest assured it will not affect how we handle your case.

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 our final response to your complaint

and

· No more than one year from the date of the act or omission being complained about; or

· No more than one year from the date when you should reasonably have known that there was cause for complaint. www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00. Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

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. You can visit their website to see how you can raise your concerns with the Solicitors Regulation Authority. https://www.sra.org.uk/consumers/problems/

Let’s Work Together

Get confidential, high quality and cost effective legal advice. At Sketchley Solicitors, we provide sustainable legal solutions that are tailored to your needs.

Get in touch with Sketchley Solicitors today. See what we can do for you.

Let’s Work Together

Get confidential, high quality and cost effective legal advice. At Sketchley Solicitors, we provide sustainable legal solutions that are tailored to your needs.

Get in touch with Sketchley Solicitors today. See what we can do for you.

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