Perrin Myddelton is committed to providing a quality legal service to all clients, without exception. But we do recognise that sometimes things do not go according to plan, and clients do believe they have reason to complain. We want to hear from those clients, so we have adopted the procedure set out below, to facilitate early resolution of any problems, and to learn from them to improve our future performance.
|1.||Please provide details of your concerns and the nature of your complaint, preferably in writing as this will assist a thorough objective consideration of your complaint.|
|2.||We will register your complaint in our Central Register for monitoring and management information purposes.||On the day of receipt.|
|3.||We will acknowledge receipt of your complaint, set out our understanding of it and request your confirmation of our understanding of your complaint (which can be given in writing or continued by telephone) or seek any necessary clarification. We will also confirm who will deal with your complaint.||Within 2 working days of receipt.|
|4.||We will acknowledge receipt of your confirmation letter or telephone call and confirm what will happen next.||Within 2 working days of receipt.|
|5.||Mr Frederick Perrin, our Complaints Partner, will then investigate your complaint as follows:-|
|(a)||He will ask the person who acted for you to provide him with a response to your complaint within 5 days.||Within 3 working days of receipt of your confirmation letter/call.|
|(b)||He will then examine the response and the file as against your complaint and, if necessary, speak to the person who acted for you.||Within 3 working days of receipt of the response and file.|
|(c)||He will then either write to you with a detailed response to your complaint and with any suggestions he has for resolving it or invite you to meet with him to discuss and hopefully resolve your complaint.||Within a further 3 working days.|
|(d)||If a meeting is declined or is for some reason impractical, he will write to you with a detailed response to your complaint and with any suggestions he has for resolving it.||Within 2 working days from confirmation that no meeting will be held.|
|(e)||If a meeting does takes place, he will write to you to confirm what took place and detailing any agreed solution reached.||Within 2 working days of the meeting.|
|6.||If you remain dissatisfied with what Mr Perrin says, and how it is proposed to resolve your complaint, we will arrange for the matter to be reviewed by Mr Robin Myddelton, one of our Partners.||Within 5 working days of receipt of confirmation that you remain dissatisfied.|
|7.||Mr Perrin will write to you to confirm the outcome of his review.||Within 5 working days of the conclusion of the review.|
|8.||If you still remain dissatisfied with how your complaint has been handled and the decision on it, we will write to you confirming our final position, and explaining why we consider our handling of the complaint, our decision on it and of any review were reasonable. We will also supply you with the name and address of The Legal Ombudsman to whom you may refer your complaint once we have concluded our professional obligations to try and resolve it.||Within 5 working days.|
Our internal complaints procedure is the appropriate starting point for raising complaints or concerns. Beyond that you may take any complaints to the Legal Ombudsman which is the independent complaints handling organisation that deals with complaints about Solicitors in England and Wales. Their contact details are as follows:
The Legal Ombudsman
PO Box 6806, Wolverhampton, WV1 9WJ
Helpline number: 0300 555 0333
Alternative complaints bodies exist (such as Ombudsman Services – http://www.ombudsman-services.org/) which are competent to deal with complaints about legal services should both you and this firm wish to use such a scheme.
We do not wish or agree to use Ombudsman Services.
Please note: We will confirm receipt of your complaint and our understanding of what it is about within 3 working days of receipt of your complaint. We will then work very hard to respond fully including our proposal for the resolution of your complaint within a further 21 days. During this time the following will happen:-
If there is any reason why we will not be able to respond fully within 21 days after confirming receipt of your complaint (e.g. relevant persons off sick or on holiday or the issues are particularly complex) we will inform you immediately and provide an estimate as to when you can expect our full response.
8 March 2021