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Complaints
Complaints Handling Procedure
Simpsons Solicitors
We are committed to providing a high-quality service to all our clients. If, however, you are unhappy
with any aspect of our service, we want to know about it so we can put things right. This will also help
us to improve our standards.
This procedure follows the Legal Ombudsman's Model Complaints Resolution Procedure (MCRP). You
can find out more about the MCRP, and what to expect from it as a consumer, at:
www.legalombudsman.org.uk/for-consumers/model-complaints-resolution-procedure
1. How to Raise a Concern
You can raise a concern with us by:
• Contacting the fee earner handling your matter, who will try to resolve minor issues informally and quickly; or
• Writing to our Complaints Manager, Tom Bradley at tombradley@simpsonssolicitors.co.uk
Please give us as much detail as possible, including what has gone wrong and what outcome you are looking for.
2. Acknowledgement
We will acknowledge your complaint in writing within 5 working days of receiving it, confirming who is dealing with it and what happens next.
3. Stage One: Early Resolution
Wherever possible, we will first try to resolve your complaint quickly and informally — usually through an explanation or discussion with the person best placed to address it. Many concerns can be sorted out at this stage without the need for a full investigation. If your complaint is resolved at this stage, we will confirm the outcome and any agreed action to you in writing.
4. Stage Two: Full Investigation
If your complaint is not resolved through early resolution, or is not suitable for that approach, it will move to a full investigation. This will normally be carried out by the relevant Head of Department and reviewed by the Complaints Manager. We will:
• Fully investigate your concerns and review the relevant file(s);
• Contact you if we need further information; and
• Write to you with our final decision within 8 weeks of receiving your complaint.
Our final response will explain our findings, any remedy we are offering, and your right to escalate the matter if you remain unhappy.
5. If We Cannot Resolve Your Complaint
If we are unable to resolve your complaint within 8 weeks, or you are unhappy with our final response, you may refer your complaint to the Legal Ombudsman (LeO), provided you do so within 6 months of our final response.
The Legal Ombudsman normally expects complaints to be referred to them no later than 1 year from the date of the act or omission complained of, or 1 year from when you should reasonably have known there was cause for complaint.
Legal Ombudsman PO Box 6167, Slough SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
6. Complaints About Our Conduct
If your complaint relates to professional misconduct rather than service (for example, dishonesty or a breach of professional principles), you may also raise this with the Solicitors Regulation Authority(SRA) at www.sra.org.uk or by calling 0370 606 2555.
7. Our Commitment to You
• We will not charge you for handling your complaint.
• Raising a complaint will not affect how we handle your matter.
• We record and review complaints to help us improve our service.
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