Fiona Bruce LLP Complaints Handling Policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details. The policy below applies where the matter has been escalated to The Complaints Partner.
What will happen next?
1. We will send you a letter/email acknowledging receipt of your complaint within seven days of receiving it, Making you aware that you can request a copy of this procedure. The acknowledgement letter should contain the following information:
a statement of your understanding of the complaint
a request for any further information that you believe may assist you and a time frame for providing such information
invite the client to outline the remedy they seek and a time frame for informing you
the contact details of the person handling the complaint
when you will next contact the client and the information you will provide at that time
Contact details for the Legal Ombudsman will also be provided along with advice that the Legal Ombudsman can review the matter at the end of the complaint process undertaken by the practice if you remain dissatisfied.
We will then investigate your complaint. This will normally involve passing your complaint to our complaints Partner Philip Porter, who will review your matter file and speak to the member of staff who acted for you. He will then either write to you with a detailed response including his suggestions for resolving it, or invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter. A well drafted response should contain the following:
restate the details of the case
outline the investigations undertaken
state the findings of the investigation
any appropriate offers of remedy and explain how the client can accept those remedies
explain any improvements the practice has made as a result of the complaint and investigation
reaffirm the clients value to the practice and our continued commitment to good client care
if still not satisfied outline appeal details and addresses set out below
Within three days of any meeting, Philip Porter will write to you to confirm what took place and any solutions he has agreed with you, or if the complaint is unresolved he will provide you again with contact details for the Legal Ombudsman.
If we have to change any of the timescales above, we will let you know and explain why.
All complaints received against the firm, as recorded in the complaints register, will be reviewed annually by the Practice Development Manager and/or Managing Partner. The purpose will be to ascertain any emerging patterns and these should be raised with the Partners at the next partners Meeting and any action recorded in the file. Details of any upheld complaint, defined as any complaint the Partners have determined to be justifiable regardless of the stage reached, even if First Tier, will also be recorded on the individual Fee Earners record.