We aim to provide the highest level of service to all of our clients and we are pleased to say that feedback from our clients suggests that we are successful in achieving our aim.  However, the new Legal Ombudsman has asked all Solicitors to provide clients with a copy of their complaints procedures at the point of engagement or as soon afterwards as is practicable.

We hope you will not have cause to complain, but if you do, you are invited to let us know as soon as possible.  Should you become unhappy with our service you should initially discuss the matter with the member of the firm handling your case.  Should that not resolve matters you should adopt the procedure that follows.

Please note that the Legal Ombudsman, the independent complaints body for service complaints about lawyers, has a twelve month time limit from the date of the act or omission about which you are complaining within which to make your complaint.  We must therefore have regard to that timeframe when deciding whether we are able to investigate your complaint.  We will not deal with complaints that fall outside of the twelve month time limit.

Complaints made by Telephone

  1. You may wish to make a complaint in writing and, if so, please follow the procedure in paragraphs 2 and 3 below. However, if you would rather speak on the telephone about your complaint then please telephone Linda Eaton the Practice Director on 01480 219699.  The Practice Director will make a note of the details of your complaint and what you would like done about it.  They will discuss your concerns with you and aim to resolve them.  If the matter is resolved they will record the outcome, check that you are satisfied with the outcome and record that you are satisfied.  You may also wish to record the outcome of the telephone discussion in writing.  The Practice Director will in any case write to you to confirm the outcome.

 

If your complaint is not resolved on the telephone you will be invited to write to us about it within the next 14 days so that it can be investigated formally.

 

Complaints made in Writing

  1. Please give the following details:-
  • Your name and address
  • Which member(s) of the firm you are complaining about
  • The detail of the complaint, and
  • What you would like done about it
  1. Please address your letter to the Practice Director, Beacon Wealth Legal, 26 Market Square, St Neots, Cambridgeshire PE19 2PJ. We will, where possible, acknowledge receipt of your complaint within 7 days and provide you with details of how your complaint will be dealt with.
  2. The Practice Director will investigate your complaint and reply to you within 28 days. If they find later that they are not going to be able to reply within 28 days, they will set a new date for their reply and inform you.  The Practice Director’s reply will set out:-
  • The nature and scope of their investigation
  • Their conclusion on each complaint and the basis for their conclusion; and
  • If they find that you are justified in your complaint, their proposals for resolving the complaint

Confidentiality

  1. All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is necessary. Disclosure will be to the Practice Director and to anyone involved in the complaint and its investigation.  Such people will include the member(s) of staff who you have complained about and the person who investigates the complaint if that is for any reason not the Practice Director.  The Solicitors Regulatory Authority is entitled to inspect the documents and seek information about the complaint when discharging its auditing and monitoring functions.

Our Policy

  1. As part of our commitment to client care we make a written record of any complaint and retain all documents and correspondence generated by the complaint for a period of six years.

Complaints to the Legal Ombudsman

  1. If you are unhappy with the outcome of our investigation you may take up your complaint with the Legal Ombudsman, the independent complaints body for complaints about lawyers, at the conclusion of our consideration of your complaint. The Ombudsman is not able to consider your complaint until it has first been investigated by ourselves.   Please note that the Legal Ombudsman has a twelve month time limit from the date of the act or omission about which you are complaining within which to make your complaint.  You can write to them at:-

Legal Ombudsman
PO Box 15870
Birmingham,
B30 9EB

Telephone number:       0300 555 0333

Email:                          enquiries@legalombudsman.org.uk