Brooks & Partners Complaints Policy
BROOKS & PARTNERS COMPLAINTS PROCEDURE
Our Complaints 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.
Our Complaints Procedure
If you have a complaint, please telephone, e-mail or write to us with the details.
What Will Happen Next?
- - We will provide you with written acknowledgement of your complaint and, if not clear to us, ask you to clarify the nature of your complaint and all relevant circumstances. The acknowledgement will be sent to you by the Office Manager, Mrs Vickie Lennard, and you can expect to receive this within 10 working days of us receiving your complaint.
- - We will record your complaint in our central register and open a separate file for your complaint. We will do this within 5 working days of receiving your complaint.
- - We will commence investigation of your complaint and this will involve the following steps:
- * The Office Manager will request the Lawyer who handled your case to examine the circumstances of your complaint and provide her with a written Report together with the original case file. Unless prevented by unforeseen circumstances (sickness, compassionate leave or holiday) the Report should be available within 10 working days of the request being made.
- * The Office Manager will examine the Report along with your complaint and all relevant circumstances pertaining to it. If necessary, she may arrange a meeting with the Lawyer concerned in order to further investigate the position. This procedure will take up to 10 working days from receipt of the said Report.
- - Following the said examination (and any relevant meeting) Mr Michael Brooks, the Managing Director, may invite you to meet with him and/or the Office Manager to discuss and hopefully resolve the complaint to your satisfaction. If an invitation is to be made you can expect to receive this within 7 working days of the examination or meeting with Lawyer (whichever is the later).
- - Within 10 working days from the date of any meeting either the Managing Director or Office Manager will address a communication to you confirming the nature of the meeting and confirming the solution (if any) agreed with you. In the event you decline to attend a meeting or it is not possible to arrange such, we will deliver to you a written response to your complaint. This will include suggestions for resolving the matter and the time scale given in paragraph 4 above will apply.
- - If you are dissatisfied with our suggested solution to your complaint you are free to communicate with us again (in writing) and request the matter be further reviewed. A further review will then be undertaken and this will happen in one of the following ways:
- * We will arrange for a further review of the circumstances and of the decision reached, this to be undertaken by a lawyer within the firm who has not previously been connected with the case. This further review will be undertaken within 10 working days of your written request for a further review.
- * We will ask the Surrey Law Society to review your complaint, on a wholly independent basis, and we would let you know how long this process will take.
- * We will invite you to agree to independent mediation the circumstances of which will be agreed between us.
We will let you know the result of the review, within 10 working days if the review has been conducted within the firm but otherwise within 7 working days of us hearing from the Surrey Law Society or independent mediator. At this time we will write to you confirming our final position on your complaint. If you are still not satisfied you can contact the Legal Ombudsman direct at www.olso.org or at Office of the Legal Services, Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ about your complaint.
The OLSO have time limits for:
- - making a complaint about poor service
- - reporting a solicitor's conduct
Please note the importance of complying with the OLSO time limits before making a complaint about poor service and/or a Solicitor’s conduct respectively. We should stress how important it is for these time limits to be adhered to. It is important for you to contact us before these deadlines. If you leave it any longer, they may decide not to investigate your complaint.
If you want to complain about poor service, you must contact us
- - within six months of the conclusion of the work the lawyer handled for you, or
- - within six months of a problem coming to your attention.
Whichever is the later.
If you want to report a conduct issue, you must contact us within six months of the conduct being complained of having occurred.
NB: If we have to change any of the timescales above we will let you know and explain why.