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SHB Solicitors Limited trading as SALUSBURY HARDING & BARLOW COMPLAINTS POLICY/PROCEDURE

Our complaints policy

We are committed to providing quality legal services and advice to all our clients. When something goes wrong we need you to tell us about it.  This will help us to improve our standards.

Our complaints procedure

If you have a complaint, please provide us with the details and tell us how you would prefer to be contacted, both to acknowledge receipt of your complaint and to respond more fully to it. For example this could be by telephone, letter or email.

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We will not charge you for investigating your complaint.

Our complaints partner

Our complaints partner is Mr Clive Cook.

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In the event that a complaint is made against Mr Cook the complaint will be investigated by one of the other partners.

What will happen next?

  1. We will send you a letter or email acknowledging receipt of your complaint within two working days of receiving it and we will provide you with a copy of our complaints policy/procedure.

  2. We will then investigate your complaint. This will normally involve passing your complaint to, Mr Clive Cook, who will review the relevant file and speak to the member of staff who acted for you.

  3. Mr Cook may send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 20 working days of sending you the acknowledgement letter.

  4. Alternatively Mr Cook may telephone you or invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 16 working days of sending you the acknowledgement letter.

  5. After any such telephone call or meeting, Mr Cook will write to you to confirm what took place and any solutions that he has agreed with you.

  6. At this stage, if you are still not satisfied, you should let our Mr Cook know and we will arrange for another partner in the firm to review his decision.

  7. We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

  8. If we have to change any of the timescales above, we will let you know and explain why.

  9. If you are still not satisfied, at the end of our complaints procedure, you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint.

Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final written response on your complaint (but the Legal Ombudsman may agree to accept your complaint up to 6 years from the date of the matter complained of, or no more than 3 years from when you should have known that there was cause for complaint).

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The Legal Ombudsman’s service is only available to certain types of client, and details about this can be found on their website or by making an enquiry with the service.

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For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

If you suspect professional misconduct or a regulatory breach:

If your complaint is about behaviour that you believe falls into the above categories, you may have a right to complain to the Solicitors Regulation Authority. This could be about actions such as dishonesty, financial loss and money mismanagement or discrimination.

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For further information in such cases you should contact the Solicitors Regulation Authority at The Cube, 199 Wharfside Street, Birmingham, B1 1RN, or on 0370 606 2555 or at report@sra.org.uk .

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