Our complaints handling procedure

We treat all complaints about our services extremely seriously and value feedback from those who deal with us so that we can continue to improve and meet our clients' expectations.

OUR COMMITMENT

Our aim is to provide the very highest level of service to our clients at all times. As such we are committed to dealing with all complaints about the services we provide fully and fairly. We welcome your feedback as it helps us identify areas for improvement, ensuring our commitment to quality is not compromised. All our staff are fully trained in how to deal with complaints and are provided with regular guidance in how to follow the relevant procedures. This ensures all complaints are dealt with efficiently, ensuring consistency and compliance at all times.

WHAT CONSTITUTES A COMPLAINT?

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 partner 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.

THE PROCEDURE - MAKING AN INITIAL COMPLAINT

Complaints should be raised with the person dealing with the matter or, if you prefer, with the partner responsible for dealing with complaints (contact details below).

Following notification of a formal complaint:

• We will acknowledge your complaint within two working days.
• We will provide a formal response within 14 days.
• We will tell you the name of the person handling the matter.
• The partner responsible for dealing with complaints will be notified.
• The matter will be fully investigated by the case worker or head of department and overseen by the complaints partner; alternatively, certain matters will be referred direct to the complaints handling partner for investigation and response.
• If you are unhappy with our decision, we will provide details of who to contact.
• All of your files will be updated, giving details of the complaint and the subsequent outcome.

FURTHER COMPLAINT

• Further issues will be acknowledged within two working days.
• A full, formal and substantive response will be provided within 14 days.
• All complaints and any relevant documentation are kept on file for at least three years.

The Complaints Partner regularly reviews all complaints made about the firm, its partners and staff. These findings are useful when examining the underlying operational procedures of the firm and can, if deemed appropriate, lead to changes in policies and procedures.

STILL DISSATISFIED?

If you remain dissatisfied with the handling of your complaint, further information can be obtained from the Legal Ombudsman, P.O. Box 15870, Birmingham B30 9EB.
E: enquiries@legalombudsman.org.uk
T: 0300 555 0333
W: www.legalombudsman.org.uk

Any referral to the Legal Ombudsman should be within one year from the act or omission occurring or within six months from receiving our written response to the complaint made.

HOW TO CONTACT US

If you have any questions or comments, wish to complain, or simply need more information, please contact our complaints partner:

MARTIN MALONE
CANTER LEVIN & BERG, 1 TEMPLE SQUARE, 24 DALE STREET, LIVERPOOL L2 5RL
T: 0844 561 1256
F: 0151 239 1001
E: complaints@canter-law.co.uk