Meadows Ryan Solicitors Ltd is committed to high quality legal advice and client care.
We hope that you will never have reason to complain about our service to you or a bill of costs that we send to you. However, if you are unhappy about any aspect of the service you have received, or about the bill, please bring it to our attention as soon as you can. We will try to resolve the matter quickly, and fairly. The firm’s complaints partner is Piers Meadows, who can be contacted on 01932 852 057 and/or email@example.com. Alternatively, please send a letter by post to our office.
Our Complaints Procedure
If you have a Complaint, please contact us with full details. This can be done by letter, fax or email. If you want to complain by telephone it is also helpful if you put details of your Complaint in writing. This should be addressed directly to Piers Meadows, our Managing Partner (and Client Care Partner) in the first instance.
What will happen next?
1 We will send you a letter or email acknowledging your Complaint within five working days of receiving it, enclosing a copy of this procedure. We will also let you know the name of the person who will be dealing with your Complaint if Piers Meadows is unavailable.
2 We will record your Complaint in our central register and open a separate file for your Complaint. We will then investigate your complaint.
This will normally involve the following steps:
- Piers Meadows or another partner will start to investigate your Complaint.
- The partner handling your complaint will obtain the relevant file and review the same.
- The partner handling your complaint will speak to the member of staff who acted for you.
- Although the Legal Ombudsman Guidelines allow us 8 weeks to resolve your complaint, you should hear from the partner handling your complaint, with the findings, within 15 working days of sending you the acknowledgement letter. However, if the complaint is complicated, further time may be needed and we will write to tell you and set another time limit.
3 If the reply (and the proposed action if any) is not satisfactory to you, the relevant partner will then invite you to a meeting and discuss and hopefully resolve your Complaint. S/he will do this within five working days. If you do not want a meeting or it is not possible, we will write to you with our suggestions for resolving the matter.
4 If the reply (and the proposed action if any) is not satisfactory to you the relevant partner will then invite you to a meeting to discuss and hopefully resolve your Complaint. S/he will do this within five working days.
If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman (address PO Box 6806, Wolverhampton, WV1 9WJ website www.legalombudsman.org.uk telephone 0300 555 0333) to consider the complaint. Please note that 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.