Paul Crowley & Co Solicitors Limited Complaints Procedure

Introduction

Paul Crowley & Co Solicitors Limited operates a complaints system in accordance with the requirements of the Solicitors Regulation Authority and the Law Society (Lexcel).

This procedure is not only for the benefit of our clients but also for the benefit of our staff. It helps us improve the service we provide, and should that service fall below the standard expected of us it explains the steps to take in relation to making a complaint.

What is a Complaint

“A complaint is an expression of dissatisfaction. The expression may be in writing, in person or on the telephone.”

Procedure

If you wish to complain about any aspect of the services provided to you, the first point of contact should be with your Fee Earner. Early notification of dissatisfaction can often lead to a speedy resolution without the need to escalate the issue. If your Fee Earner does not provide a satisfactory response, please ask to speak to their Department Head. If you remain unhappy then you should contact the Client Care Manager or designate for resolution.

In which case, please contact our office via any of the following methods :

  • By telephone
  • Make an appointment to discuss your complaint
  • Forward your complaint to us in writing
  • Or by email to the Client Care Manager: clientcare@paulcrowley.co.uk

We will endeavour to acknowledge any complaint received within 48 hours of receipt.

The Client Care Manager or designate, will then carry out an internal investigation of your complaint and will respond to you fully in writing within a further 28 working days.

The purpose of the investigation into the complaint is to identify the cause of the dissatisfaction and offer any redress.

They will also identify if any of our procedures are deficient and require improvement.

The outcome of the complaint will be recorded in our central records and an analysis of them carried out every 6 months.

However, if you are unhappy with the out come of your complaint you can contact the Legal Ombudsman for further advice, their details are as follows:

PO Box 6806, Wolverhampton. WV1 9WJ

Helpline:
0300 555 0333

Email:
enquiries@legalombudsman.org.uk

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of the conclusion of your original complaint with us.

Our Office Addresses:

Principal office:

Frank Crowley House, 232 Breck Road, Anfield, Liverpool. L5 6PX
Telephone: 0151 264 7363
Facsimile: 0151 263 4719