We are committed to providing legal services of the highest standard and part of that commitment involves encouraging you to complain if you feel that we have not met the high standards that we have imposed upon ourselves.
Whilst we expect that you will be satisfied with our work, if you feel that you have cause for criticism or complaint in respect of any aspect of the service provided by this company to include a complaint about our bill, you are entitled to complain and we would invite you to initially address your complaint by telephone, email or in writing, to George McLoughlin, who is the Head of Housing and a Director of this firm: on 0300 555 0333, george.mcloughlin@resolute-legal.co.uk, Unit 5, Ground Floor, Calder Court, Shorebury Point, Blackpool, FY4 2RH for immediate consideration so that any appropriate action can be taken without delay.
On receipt of your complaint, we shall automatically invoke our Complaints Procedure which includes writing to you to notify you of how the complaint will be handled and within what timescales you will be given an initial or substantive response. We shall conduct an internal investigation resulting in a full written response to you in compliance with the firm’s Complaints Procedure. We have 8 weeks to consider your complaint. On occasions, we may invite you to attend a meeting to explain the outcome of our investigation in more detail, in an effort to ensure that you will receive an adequate summary of the steps taken to resolve any problems. We emphasise that any such complaint or criticism will be regarded as an opportunity to improve our service both to you and to other clients.
However, on concluding our investigations into your complaint, if you remain dissatisfied with the outcome, you have the right to have your complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.
The Legal Ombudsman expects complaints to be made to them within 1 year of the date of the act or omission about which you are concerned or within 1 year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within 6 months of our final response to you.
You can contact the Legal Ombudsman on 0300 555 0333 or via their website at www.legalombudsman.org.uk or by e-mail to enquiries@legalombudsman.org.uk or in writing to PO Box 6167. Slough, SL1 0EH
A copy of our Complaints Procedure is available upon request from our offices, and we shall handle any complaint promptly, fairly, and effectively in accordance with the company’s Complaints Procedure.
If you think a Solicitor might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority(SRA). Our SRA number is 809702.There are no time limits for making a report but there are limits on what the are able to put you in touch with details concerning your local Law Society, who will be able to provide you with details of Solicitor firm’s who will be able to assist you.
It can be possible to obtain permission from the Court to bring a claim that is out of time. However, the Court exercises this discretion very sparingly. If you have any doubt as to the date of your accident, you must inform us immediately, as the onus is upon you to advise us of the correct date.
