COMPLAINTS POLICY AND PROCEDURE
We at Curry Popeck aim to provide you with a high quality, complaints-free legal service at all times. Sometimes a complaint will be made and when this happens, we believe it is crucial that the complaint is handled responsibly and with courtesy. It is our priority to preserve your goodwill, particularly if things have gone wrong.
We will treat your complaint with the utmost seriousness. Our policy is to listen carefully to you and involve you fully in the process of resolving the complaint.
If you are unhappy about the outcome of the investigation into your complaint, you have a right of appeal to our Managing Partner who will review the complaint in its entirety.
Who will handle your complaint?
We aim to have one contact for you to talk through your complaint and to remain your key contact throughout the complaints procedure. Any complaint received by a secretary or solicitor will be referred to an Investigating Partner.
We will keep a record of your complaint both so that we can monitor the situation and, if appropriate, learn how our service can be improved in future.
If, upon investigation, we believe your complaint is justified, we will endeavour to offer a fair solution.
If we do not feel that your complaint is justified, we will let you know why.
If you are unhappy with our decision you should write to our Managing Partner, within 10 working days of receiving our decision letter. He will review the decision and respond to you within 2 weeks of receiving your letter.
The timetable we will follow in order to bring about a quick and satisfactory solution to your complaint is set out in the table below.
|When your complaint is made.||We will rectify the complaint immediately if possible. If we feel the complaint is not something that can be dealt with immediately, we will escalate it to a named Partner. If this is the case, we will endeavour to follow the timetable below.|
|Within 3 working days of your complaint.||We will acknowledge your complaint in writing and the Investigating Partner will ring you or contact you by email to ensure that they understand the basis of the complaint.|
|Within 3 weeks of acknowledging your complaint.||We will write to you with the outcome of our investigation and offer a remedy if the complaint has been found to be justified. In some circumstances it may not be possible to complete the investigation within the time stated. If this is the case we will let you know in writing when we hope to complete it.|
|Appealing: Within 10 working days of receiving our written response to your complaint confirming the outcome of our investigation.||Please write to the Managing Partner if you are not happy with our response, setting out your reasons.|
|Within 3 working days of receipt.||We will acknowledge your appeal.|
|Within 2 weeks.||The Managing Partner will respond to you with reasons for his decision.|
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
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
- 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.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ