At Pure Employment Law, we want to give you the best possible service. However, if at any point you become unhappy or concerned about any aspect of the service we provide then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your matter to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then details of how to go about this are set out below. Making a complaint will not affect how we handle your case, and you will not be charged for any time spent dealing with your complaint.
Our aim is to resolve complaints promptly and to learn from them, making any necessary improvements to our services.
We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman (contact details below).
How to complain
You may complain by telephone, post, fax or email. We ask that you identify the partner or fee earner concerned, the matter in question and that you provide a concise summary of your complaint, together with your contact details.
Who to contact
Please address your complaint to our Client Care Partner, Peter Stevens, who can be contacted on 01243 836842 or [email protected] or at 1 Little London, Chichester, West Sussex, PO19 1PH, unless your complaint involves Peter Stevens, in which case please contact Nicola Brown (01243 836843, [email protected])
- We will acknowledge your complaint in writing within three working days of receipt, and will provide you with a copy of this policy.
- Within 7 days of receiving your complaint we will record your complaint in our central register and open a separate file for your complaint.
- We will investigate your complaint and aim to provide a detailed response within 15 working days of our letter acknowledging your complaint. However, in cases where we need to obtain further information or the matter is particularly complex, this may not be possible; we will then write to you explaining the reason for the delay and giving you a new date as to when you can expect to receive our detailed response. We may also ask you to meet with us in order to discuss your complaint, as part of the resolution process.
- We will endeavour to deal with your complaint in a way that best suits your needs.
What do to if we cannot resolve your complaint
If you are eligible, the Legal Ombudsman will be able to help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them – their details are given below.
Call: 0300 555 0333 between 9am to 5pm.
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Please note that the Legal Ombudsman’s Scheme only applies to certain types of clients. In addition, the Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill.
Our regulatory body
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority on 0370 606 2555.
© 2019 Pure Employment Law