Our Complaints Handling Procedure

We are authorised and regulated by the Solicitors Regulation Authority. We are committed to high quality legal advice and client care and aim to offer all our clients an efficient and effective service. However, if you would like to discuss how the service to you could be improved or should there be any other aspect of our service with which you are not satisfied, please contact us either by phone on 0161 524 4798, by email to enquiries@saxonsolicitors.co.uk or by post to Saxon Solicitors, Ivy Business Centre, Crown Street, Manchester M35 9BG. We have a procedure in place which details how we handle complaints, and this will immediately be sent to you. A copy of our full complaints procedure is available further down this page.

We have eight weeks to consider your complaint. If for any reason we are unable to resolve the issue within that timeframe, then you may ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman may be contacted at PO Box 6167, Slough, SL1 0EH.

Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of your having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which you are complaining occurring; or within one year from when you should have known about or become aware that there were grounds for complaint. For further information, you may contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk.

If you believe that we have breached our regulatory principles, you can raise your concerns with the Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN. Tel: 0870 606 2555.

Complaints Procedure

As required by the Law Society and the Solicitors Regulation Authority, Saxon Solicitors has established a procedure for dealing with complaints from clients. Complaints from non-clients (for example, members of the Judiciary, other practices or Counsel) will be dealt with in a similar manner. The procedure that follows will provide that the practice:

• Ensures that clients know the name and status of the person responsible for the day-to-day conduct of their matter;
• Ensures that clients know whom to approach in the event of any problem with the service provided;
• Ensures that clients are at all relevant times given any appropriate information as to the issues raised and the progress of the matter.

The designated complaints handler at Saxon Solicitors is Rasab Khan, to whom all complaints should be directed.

Definition of a Complaint

A ‘formal’ complaint is any expression of dissatisfaction referred to the practice. There may be instances where a client registers some measure of dissatisfaction e.g. delay in returning a telephone call. Unless this is formally registered, such criticisms will not be treated as a ‘formal’ complaint. Clients are notified at the outset in our Terms of Business Letter of their right to complain.

Complaints Handling Procedure

When a ‘formal’ complaint is received by the practice, Rasab Khan will ensure that the matter is recorded in our central Register of Complaints.

The complaint will be dealt with as follows:

• The practice will immediately acknowledge the complaint and advise the client that the matter will be investigated, and a response sent to the client within 14 days;
• Rasab Khan will consider the nature of the complaint, examine the file and discuss the matter with any relevant fee earner;
• If necessary, the practice will seek further details from the client;
• Upon completion of the investigation, Rasab Khan will write to the client advising them of the outcome of the investigation;
• If the investigation takes longer than anticipated, Rasab Khan will write to the client and advise them on the progress of the investigation.

Remedies Open to the Client

Rasab Khan will consider the complaint, what response should be given and what remedies are appropriate in all the circumstances. If the complaint is rejected as invalid or unjustified, Rasab Khan will ensure that the client is given sufficient information to justify the rejection of the complaint. If a complaint is upheld, Rasab Khan will consider the following remedies and advise the client. Remedies may include:

• An apology from the practice and an assurance that the matter will not happen again;
• Immediate action to resolve the nature of the complaint;
• A reduction in the bill (if appropriate);
• Abatement of the bill in total (if appropriate);
• A change in the fee earner with conduct of the case (if possible);
• Compensation for inconvenience, distress or both (if appropriate);
• Notification to the client of their right to see another solicitor and obtain advice as to whether the practice has been negligent;
• Notification to the client of their right to complain to the Solicitors Regulation Authority if the complaint arises from a breach of the practice’s regulatory principles.

Where it becomes clear that the complaint has arisen as a result of unsatisfactory procedure(s), Rasab Khan will ensure that these are reviewed, and corrective actions are taken to ensure that such problems do not recur in the future.

The aim of the complaints procedure is to resolve the complaint to the client’s satisfaction enabling the fee earner with conduct of the case to continue with the file. However, in some cases the lawyer / client relationship may have broken down completely. Where this is the case, and it is not possible for another fee earner to take the case over, then the retainer may be terminated. This will only take place for very good reason and with reasonable notice.

Procedure Monitoring, Review and Analysis

Rasab Khan will conduct an annual review of the complaints handling procedures, to verify that they are in effective operation across the practice. This will include an analysis all complaints received by the practice. If the analysis demonstrates there is need for a change or improvements in procedures, this will be reviewed to ensure clients receive an improved service. A central record of any complaints made, and their ultimate resolution is also kept. The practice will also consider what trends (if any) are apparent, and consider what action is necessary to address such trends.

If you have any suggestions for how this procedure could be improved please contact the practice by email to enquiries@saxonsolicitors.co.uk