At Maddocks Clarke we pride ourselves on our quality of service to our clients. We are sure that we will be able to provide an efficient and effective service to you and are committed to understanding and delivering the outcomes that our clients require.
We aim to do this by providing a professional, efficient service that leaves you feeling positive about your experience of using the firm. If for any reason you feel that we have failed to achieve this, we invite you please to tell us.
Any expression of dissatisfaction about our service will be taken very seriously and we will carefully consider the particulars and will respond promptly.
Procedure If you are Dissatisfied
At the outset of the matter you will be advised in a Terms of Business letter of the following information:
- the name of the person to whom you should complain in the event of a problem (“the investigating solicitor”);
- your right to complain and how a complaint can be made;
- your right to complain to the Legal Ombudsman and the time frame for doing so and contact details.
If at any time you are not happy with an aspect of the service, we ask that in the first instance you raise your query by email or letter with the solicitor who is handling your case. Your solicitor will send you an acknowledgement with full details of the complaints process and relevant contact details. After that you should receive an answer to your problem within 7 days.
Most problems can be resolved at this early stage, but if you are not satisfied by the response to your problem then the next stage is to send an email or letter to the investigating solicitor. The investigating solicitor will be a senior solicitor in the firm who has not been directly involved in the management of your matter.
Within 7 days the investigating solicitor will send you a letter to you confirming that he/she is dealing with the complaint and will provide a timetable in which the complaint will be dealt with. The complaint will be investigated and responded to within 14 days. This will allow time for the investigating solicitor to consider the file, speak with the solicitor concerned and then write to you with a response.
If the matter is complex it may take a little longer to deal with your complaint. If this is the case the investigating solicitor will contact you within 14 days to give you an approximate timescale of when you can expect a response. If we believe it will be helpful, we may suggest a meeting with you.
If there are any circumstances which make it difficult for you to make a complaint in writing, please call the firm on 0161 929 8494 for assistance.
If you wish to dispute the amount of a bill you have received from Maddocks Clarke you are entitled, after following the above internal complaints procedure, to apply for an assessment of the bill under Part III of the Solicitors Act 1974.
Referral to The Legal Ombudsman
If you are not satisfied with the final response of the investigating solicitor, you may refer your complaint to the Legal Ombudsman. The Legal Ombudsman expects complaints to be made to it within six years from the date of the act or omission about which you are concerned, or three years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint if the firm’s own complaints procedure (as outlined above) has been exhausted within the previous six months.
The contact details for the Legal Ombudsman are:
PO Box 6806
Telephone: 0300 555 0333