Complaints Procedure
Kingsley Brookes are committed to delivering the highest standards in legal services to all our clients. We do however recognise that there may be occasions where you have concerns about our services and we want you to bring them to our attention so that we may improve our standards.
Please rest assured that there will be no charge for our investigation of any issue or formal complaint you may bring.
If you have an issue or a formal complaint please contact our Practice Manager Samantha Goodall, who will investigate it in accordance with the following Procedure.
Kingsley Brookes
Studio 23
6 Friendly Street
Huddersfield
HD1 1RD Tel
01484 302800 Fax
01484 302870 Email
enquiries@kingsleybrookes.co.uk
Within two working days of receiving your complaint, Mrs Goodall will write to you by way of acknowledgement, setting out our understanding of the issues you have raised. You will be asked to contact us if our summary of the complaint is incorrect. Your complaint will be recorded in our complaints register together with copies of any relevant documentation.
Mrs Goodall will conduct a thorough investigation of the issues raised, this will normally include discussions with the personnel concerned, review of the file and discussions with the supervising Solicitor.
Mrs Goodall will write to you with the Firm’s response to the complaint within fourteen days of receipt of your complaint or your clarification of any issues, whichever shall be the later. If that is not possible, she will inform you of the reason(s) why and when you will receive a response. Our response will include a full and clear explanation about how we have reached our decision. We have 8 weeks to resolve your complaint but will hope to do so as soon as possible.
If you remain dissatisfied please contact Mrs Goodall again who will review the response and write to you with our final position on your complaint.
Should you still remain dissatisfied following conclusion of our internal Procedure then a complaint may be made to the Legal Ombudsman:
Normally you will need to bring a complaint to the Legal Ombudsman within one year of receiving a final written response from us about your complaint or within one year of the act or omission about which you are complaining occurring (or if outside this period, within one year of when you should have reasonably have been aware of it). You may also complain in certain circumstances to the SRA by going to their website which is www.sra.org.uk/report
Further information (including an explanation of the time limits) may be obtained by you from the Legal Ombudsman at any time. The legal Ombudsman can be contacted at PO Box 6167, Slough, SL1 0EF or via their website: www.legalombudsman.org.uk. (Please note that only copies of documents should be sent to the Legal Ombudsman’s office to avoid any original documentation being lost or destroyed).