Complaints Procedure

(b) A definition of a complaint is when a Client complains by way of oral or written expression of dissatisfaction. The fee earner should try to resolve the matter but if this is unsuccessful, then the Client should refer the matter to the senior partner, Mr Phillip John Evans by way of a formal written complaint and attach any relevant documents to be considered. Mr Phillip John Evans has overall responsibility for making sure that complaints are resolved. These complaints are to be recorded in a central record of complaints.

(c) Mr Phillip John Evans will consider the complaint and speak to or write to the Client and take such action as appropriate, within a period of eight weeks once a complaint has been made.

The aim is to ensure that the cause of the problem is identified and that the Client:

• Is satisfied that the complaint has been dealt with seriously;

• Gets a prompt response;

• Has an assurance that the matter is being reviewed;

• Is notified as soon as possible of the outcome.

This Firm complies with the Law Society’s Practice Rules and the Solicitors Regulation Authority codes, and our complaints procedure is governed by it and set out in our Rule 2 terms and conditions of business letter, which each Client receives at the start of each file, and at regular intervals throughout the course of the file.

(d) Appropriate redress should be offered. This can include:

(i) An apology and an assurance that the problem will not arise again;

               (ii) A reduction in the bill;

               (iii) Refund of bill in part or total;

(iv) Notification of the right to complain to the Legal Ombudsman, Consumer Complaints Authority, or other appropriate authority.

                                                            

Effective and positive complaint handling is an important aspect of client care.

(e) The written response to complaint should, amongst others, outline the decision of the investigation, offer any remedy and depending on the circumstances any corrective action taken, including any action to rectify procedural deficiencies (if any), or any training needs identified. If the Client is still not satisfied with the Firms handling of the complaint then they can refer the matter to the Legal Ombudsman who should be contacted within six months of their last contact with PJE Solicitors.

(f) If, as a result of a complaint, Mr Phillip John Evans considers that any of the Firm’s systems or procedures have resulted in the complaint being justified then he will take corrective action to rectify the position to ensure that as far as possible similar complaints are avoided.

Mr Phillip John Evans is responsible for undertaking an analysis and review of all formal complaints at least annually, which is recorded in writing. This will enable changes to procedures to be made to improve service even further by establishing root causes and trends and prevent further complaints.