Complaints Policy

We are dedicated to providing a high-quality legal service

We understand that we may not always get it right, so if something has gone wrong, including in relation to our charges, we need you to inform us. This will assist us in enhancing our service standards.

How can I raise a complaint?

OUR COMPLAINTS HANDLING POLICY: Whilst we expect that you will be satisfied with our work, if you feel that you have cause for criticism or complaint in respect of any aspect of the service provided by this firm to include a complaint about our bill, you are entitled to complain and we would invite you to address your complaint initially, in writing, to Miss Sadiyya Patel (a Director) or by telephone 0161 820 1101 for immediate consideration or email spatel@pearsonlocke.co.uk so that any appropriate action can be taken without delay. To assist us in understanding your complaint and to ensure that nothing is overlooked, please provide the following information, Your full name and contact details, what you believe we have done wrong, how you would like your complaint to be resolved, your file reference number (if available).If you require any assistance in making your complaint, we will do our best to assist you. On receipt of your complaint, we shall automatically invoke the firm’s Complaints Procedure which includes writing to you to notify you of how the complaint will be handled and within what timescales you will be given an initial or substantive response and thereafter we shall conduct an internal investigation handled by a senior member of the firm resulting in a full written response to you in compliance with the firm’s Complaints Procedure. On occasions, we may invite you to attend a meeting to explain the outcome of our investigation in more detail, in an effort to ensure that you will receive an adequate summary of the steps taken to resolve any problems. On concluding our investigations into your complaint, if you remain dissatisfied with the outcome, you have the right to complain to the Legal Ombudsman, so long as the complaint is made within 6 months of you receiving our final response to your complaint and in any event, within 12 months from when your complaint was first raised with us. You can contact the Legal Ombudsman via their website at www.legalombudsman.org.uk or by e-mail to enquiries@legalombudsman.org.uk or in writing to P. O. Box 6806, Wolverhampton, WV1 9WJ. A copy of the firm’s Complaints Procedure is available upon request from our offices, and we shall handle any complaint promptly, fairly and effectively in accordance with the firm’s Complaints Procedure

What to do if your complaint remains unresolved

We have eight weeks to address your complaint. If it remains unresolved within this timeframe, you may have the option to escalate the matter to the Legal Ombudsman. This applies if you are:

  • an individual,
  • a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold,
  • a charity or trust with a net income of less than £1m,
  • or if you fall within certain other categories (you can find more information from the Legal Ombudsman).

The Legal Ombudsman will independently investigate your complaint, and it will not affect how we handle your matter.

Before the Legal Ombudsman accepts a complaint for investigation, they will verify that you have attempted to resolve your complaint with us first. If you have, then you must refer your complaint to the Legal Ombudsman:

  • no later than one year from the date of the act or omission being complained about; or
  • no later than one year from the date when you should have realized that there was a cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them directly.

How will we handle your complaint?

We will send you an acknowledgment within seven working days of receiving your complaint, along with a copy of this policy.

We will investigate your complaint, typically involving:

  • reviewing your complaint,
  • reviewing your file(s) and other relevant documents,
  • and liaising with the individual who handled your matter.

We may also need to request additional information or documents from you. If necessary, we will specify a timeframe for providing this information.

We will keep you updated on the progress of your complaint at appropriate intervals.

Additionally, if suitable, we may invite you to a meeting to discuss your complaint. Your attendance is not mandatory, and we are willing to discuss the matter with you via telephone if you prefer.

At the conclusion of our investigation, we will send you a letter detailing what actions we have taken and our proposed resolution for your complaint. Whenever possible, we will aim to do this within 21 days from the date of our acknowledgment letter.

Contact Information

Visit: 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

Alternative dispute resolution (ADR) bodies are available to handle complaints about legal services should both you and our firm wish to use such a scheme.

What to do if you are dissatisfied with our conduct

The Solicitors Regulation Authority can assist if you have concerns about our conduct. This includes issues like dishonesty, mishandling your money, or treating you unfairly based on your age, disability, or other characteristics.

Visit their website to learn how to raise your concerns with the Solicitors Regulation Authority.

What are the costs?

We will not impose any charges for handling your complaint.

Please be aware that if we have issued a bill for services rendered in this matter, and if the full or partial bill remains unpaid, we reserve the right to apply interest on the outstanding amount. This policy is explained in detail in our Client Care letter and Terms of Business.

The Legal Ombudsman service does not entail any charges.