Bakers Solicitors is committed to constantly maintaining the Quality of Service it provides
Client feedback and complaints are extremely important to us as they tell us how well our service is meeting clients’ expectations and provides information that could lead to improvements to our service.
Whenever a file is opened the client will be sent a client care letter accompanied by our Terms of Business. Both documents will indicate how and to whom the client should complain.
When a file is not opened (e.g where a client is given one-off advice) this sometimes takes place over the telephone. In this instance, the client will be advised about whom to approach if they are dissatisfied with the service provided.
A complaint is defined as any statement of dissatisfaction made by a client or third party regarding the service we provide and may relate to the conduct of members of this Practice or third parties whom we have instructed or engaged.
The Practice has a Complaints Handling Procedure and Mr Tony Dales is responsible for Complaints Handling. Email contact email@example.com or Tel: 01457 859123 or by post to Bakers Solicitors, 89 High Street West, Glossop, Derbyshire SK13 8BB.
Bakers Solicitors’ complaints procedure has been compiled with strict adherence to the guidelines set by the SRA and the LSC. The latest version of the procedure is fully compliant with the ‘Amended rule 2.05 of Solicitors’ Code of Conduct 2007 (which took effect on 6th October 2010).
For further information www.sra.org.uk
Bakers Solicitors has a written complaints procedure which is detailed hereunder and all complaints are handled promptly, fairly and effectively in accordance with it.
- Clients will be informed in writing, i.e. when issued with a Client Care letter, that they are entitled to complain if they are not happy with the service provided and who they should complain to. They should also be advised that the firm has a complaints procedure, a copy of which is available upon request.
- Clients and third parties should be treated courteously and never discouraged from making a complaint.
- Clients can make their complaint in person, by telephone or in writing, either by letter or email.
- Clients should ensure that they clearly explain the nature of the complaint, describe and facts and events relating to it, and what loss they may have incurred as a result.
- If a member of staff receives a complaint in person or by telephone it must be recorded and passed to Mr Tony Dales.
- If the complaint is received in writing the letter must be passed to Mr Tony Dales.
- If the complaint is regarding Mr Tony Dales then clients should contact Mr Ian Baker.
- All correspondence should be marked ‘Private and Confidential’
- Clients should be aware that a complaint could include one about the bill they receive.
- Clients have a right to complain to the Legal Ombudsman at the conclusion of Bakers Solicitors complaint process, if the situation has not been satisfactorily resolved. Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.
- Clients also may have a right to object to the bill by applying to the court for an assessment of the bill under Part 111 of the Solicitors act 1974. The Legal Ombudsman may not deal with a complaint about the bill if you have applied to the court for an assessment of the bill.
- However, if all or part of a bill remains unpaid Bakers Solicitors may be entitled to charge interest.
- If a client makes a complaint, they will be contacted in writing and told how the complaint will be handled, and the timescales within which they will be given an initial and/or subsequent response.
- Mr Tony Dales will:-
- Acknowledge the complaint in writing within three working days
- Call for the case file if relevant, investigate the complaint and identify the cause of the complaint and respond to it, documenting the action taken.
- Record the complaint on the Central Register (where the complaint material will be held)
- Report the outcome in writing to the person making the complaint within 21 days.
- If the client is not satisfied with the conclusion of the complaints process, they will be told of their right to complain to the Legal Ombudsman, the timeframe for doing so and full details of how to contact the Legal Ombudsman. i.e.
PO Box 15870,
Birmingham B30 9EB
Tel 0300 555 0333 Email: firstname.lastname@example.org
The Ombudsman is not able to consider a complaint unless it has first been investigated by Bakers Solicitors.
- Clients will not be charged for the cost of handling their complaint in relation to services received from Bakers Solicitors or a third party appointed by Bakers Solicitors.
Authorised and regulated by the Solicitors Regulation Authority (SRA)
Bakers Solicitors SRA No. 573268
Partners: Ian Baker, Kirsten Collings and David Parkes