Any expression of dissatisfaction in any form from any source is identified as a possible complaint. All members of staff are trained to deal with any expressions of dissatisfaction and it is their job to take a view (in accordance with our guidelines) about whether a matter should be recorded as a formal complaint. All formal complaints are dealt with in accordance with our complaints procedure.
Instances of formal complaints could include:
- Anyone notifying us, either verbally or in writing, that a complaint is being made
- Any dissatisfaction expressed concerning the way a matter is being or has been dealt with
- Issues concerning bills and payments
- The member of staff judges the matter to be sufficiently serious to warrant recording as a formal complaint
- The client bypasses the member of staff and takes the complaint directly to any other member of staff or to the director responsible for dealing with complaints
Please note that disputes concerning bills may also be dealt with by applying to the court for assessment under Part III of the Solicitors Act 1974. Further details are provided in the notes which accompany every bill.