ROBERT LUNN & LOWTH
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 standards.
Our complaints procedure.
If you have a complaint, write to us with the details.
What will happen next?
- We will send you a letter or email acknowledging your Complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person will be dealing with your complaint. You can expect to receive our letter within 7 days of us receiving your complaint.
- We will seek to deal with any complaint fairly and in a reasonable and proportionate manner. Our objective is to deal with a complaint within 6 weeks of receipt by our CM.
- We will record your complaint in our central register and open a separate file for your complaint. We will do this within 7 days of receiving your complaint.
- We will acknowledge your reply to our Acknowledgement letter and confirm will happen next. You can expect to hear from us within 7 days of your reply.
- We will then start to investigate your complaint. This will normally involve the following steps.
(i) We will pass your complaint to our Client Care Partner (“CCP”)( currently Edward Jeffery or if this not appropriate the Partner will be Paul Hardy) within 7 days.
(ii) The CCP will ask the member of staff who acted for you to reply to reply to your complaint within 7 days
- The CCP will then examine their reply and the information contained in your complaint file. And, if necessary, he may also speak to them. This will take up to three days from receiving their Reply and the file
5. The CCP will then invite you to meet him and discuss and hopefully resolve, your complaint. They will do this within 7 days of step 4 concluding.
6. Within 7 days of the meeting the CCP will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or it is not possible, they will send you a detailed reply to your complaint. This will include their suggestions for resolving the matter. They will do this within 7 days of completing their investigation.
7. At this stage, if you are still not satisfied you can write to us again. We will arrange to review the decision. This will happen in one of the following ways.
(i) Another partner of the firm will review the CCP’s decision within 14 days.
- We will invite you to agree to independent mediation within 14 days. We will let you know how long this process will take.
- We will let you know the result of the review within seven days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. If we have to change any of the timescales above, we will let you know and explain why.
- We will also give you the name and address of the Legal Ombudsman (LEO). If you are still not satisfied, you can contact them about your complaint. The LEO will normally investigate complaints within six years from the act/omission complained of or three years from you realising the cause of your complaint. You must refer to the LEO within six months of the date of our written response to your complaint. Please be aware that the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010. The LEO may consider it appropriate to refer the matter to the Solicitors Regulation Authority (SRA).
The address for the Legal Ombudsman is:
PO Box 6806
Helpline: 0300 555 0333
If you are unhappy about how the LeO or SRA have dealt with your complaint you can complain to the Legal Services Ombudsman (LSO), who is responsible for dealing with complaints about legal professional bodies. The address for the Legal Services Ombudsman is:
Legal Services Ombudsman
3rd Floor Sunlight House
Quay Street Manchester
Helpline: 0845 601 0794
Robert Lunn and Lowth
2, Sheep Street,
Stratford upon Avon,
Stratford upon Avon 2