Complaints Handling Procedures

Complaints Policy

As a firm we are committed to providing a high standard of work and service to all our clients. If there is an expression of dissatisfaction, we need you to tell us about it. This will help us to improve our standards.

Complaints Procedure

When a complaint has been identified or received the complaint is to be directed to the designated Complaints Handling Member who is Nicholas Ryles. If you do not have those details to hand, please contact Mr Nicholas Ryles our Complaints Handling Member at our offices, 7-9 Commerce Street, Longton, Stoke on Trent, Staffordshire, ST3 1TU.

1. A letter of acknowledgement will be sent to the client, within 5 working days of the complaint being received. This means that as soon as a complaint has been identified it must be forwarded to Nicholas Ryles as a matter of urgency.
2. This will be the start of the investigation into the complaint. Nicholas Ryles will then look into the nature of the complaint, review the file and speak to the member(s) of staff to whom the complaint relates.
3. Nicholas Ryles will then contact the Client within 15 working days to discuss the complaint. A meeting will be arranged if so requested. The aim clearly to endeavour to reach an amicable resolution to the complaint. If the matter is of a pressing nature, efforts will be made to shorten these time scales to the absolute minimum. If the Complaint relates to Nicholas Ryles, then another Member will act as the Investigator of the complaint to ensure that the procedures are followed on an objective basis.
4. Within 5 working days of the meeting Nicholas Ryles or the relevant Member will write to the client to confirm what took place at the discussion stage and any resolutions agreed.
5. The client will be advised in the letter referred to in the paragraphs above, if at this stage the client is still not satisfied, to contact Nicholas Ryles or the relevant Member again within 20 working days to discuss why the client is dissatisfied with the response given and to request a review. Upon receipt the matter will be reviewed again taking into account the reasons given as to why the client remains unhappy still.
6. The client will be written to within 14 days of the receipt of any request for a review, confirming the Practice’s final position on the complaint and explaining our reasons.
7. If the matter remains unresolved, then the client will be advised that they can contact the Legal Ombudsman at PO Box 6167, Slough, SL1 0EH or on the telephone number provided 0300 555 0333. Any complaint must be made within 6 months of the client receiving the final written response from the firm and no more than a year from the date of the act or omission  being complained about or from the date when the client should reasonably have known that there was cause for complaint. The client must also be advised of the Legal Ombudsman’s website for further guidance.
8. Clients with issues concerning the conduct of a solicitor may also refer such matters to the Solicitors Regulation Authority (SRA).   Their address is The Cube, 199 Wharfside Street, Birmingham, B1 1RN or you can contact them online at www.sra.org.uk.

Non-Client Complaints

Non-clients of Lichfield Reynolds who wish to complaint about the conduct of the firm, or its employees, should contact the Complaints Partner.  The Complaints Partner will then contact you to explain how we will deal with your complaint.