Making a complaint
asb law LLP (“firm”) is committed to providing outstanding client service to all its clients and we will do our utmost to treat all our clients fairly. When an issue arises, or something goes wrong, we need you to let us know. This gives us the opportunity to address the issue and to try to satisfy your concerns. It also helps us to improve our standards.
As stated in our Terms of Business, clients who wish to make a complaint which they are unable to resolve with the individual dealing with their work, (The Matter Controller) should address their complaint to the partner supervising the Matter Controller (the Supervising Partner), details of whom will be in our client engagement letter.
Please also use this complaints procedure if you have a complaint about a bill. In addition, you have the right to object to a bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. If you apply to the court, the Legal Ombudsman (see below for details) may decide not to deal with your complaint about the bill.
The firm is bound by the SRA Code of Conduct 2011. The firm will not charge for handling your complaint.
Our internal complaints procedure
You should send your complaint by letter or email to:
- The Matter Controller who will then pass on your complaint to the Supervising Partner, or
The Supervising Partner direct
Within 3 working days we will acknowledge receipt of your complaint by letter or email and confirm who is dealing with the complaint and when we expect to contact you further. We might also need to ask you for further information about your complaint.
We will then either:
Contact you to arrange a meeting with you to discuss your complaint and put forward a solution. We will do this within 14 working days of sending you the acknowledgement letter. Within 3 working days of the meeting we will write to you to confirm what took place and any solutions that have been agreed or suggested; or
Send a detailed written reply to your complaint, including our proposals for resolving the matter, this letter will be sent within 21 working days of sending you the acknowledgement letter referred to above.
If you inform us that the solution is not acceptable, the matter will be passed to the Head of Service Delivery for review. The Head of Service Delivery will then write to you, within 14 working days of the referral to him/her, offering a further solution or confirming our final position on your complaint and setting out our reasons.
If we have to change any of the above timescales, we will let you know and explain the reasons for the change.
If you remain unsatisfied with our complaint response, you have a right to contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ, about your complaint. Any complaint to the Legal Ombudsman must normally be made by you, within six months of receiving a final written response from us about your complaint. For further information you should contact the Legal Ombudsman on 0300 555 0333 or at www.legalombudsman.org.uk.
Please note that the Legal Ombudsman will not deal with a complaint where:
More than 6 years has elapsed from the date of the alleged act or omission, or
More than 3 years from the date you should have known about the complaint - provided the date of awareness or the date of the act or omission is after 6th October 2010.
Solicitors Regulation Authority
If you are concerned about our behaviour or us treating you unfairly you have the right to contact the Solicitors Regulation Authority at www.sra.org.uk/consumers/problems.page
Date: November 2018 Issue 3