{"id":3873,"date":"2020-01-09T13:13:56","date_gmt":"2020-01-09T13:13:56","guid":{"rendered":"http:\/\/www.lynch-hall.co.uk\/?page_id=3873"},"modified":"2024-09-12T12:05:27","modified_gmt":"2024-09-12T11:05:27","slug":"about-us-3","status":"publish","type":"page","link":"https:\/\/www.lynch-hall.co.uk\/?page_id=3873","title":{"rendered":"Client Complaint Procedures"},"content":{"rendered":"<div id='layer_slider_1'  class='avia-layerslider main_color avia-shadow  avia-builder-el-0  el_before_av_one_full  avia-builder-el-first  container_wrap sidebar_right' style='  height: 437px; max-width: 1140px; margin: 0 auto;' ><\/div><div id='after_layer_slider_1'  class='main_color av_default_container_wrap container_wrap sidebar_right' style=' '  ><div class='container' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-3873'><div class='entry-content-wrapper clearfix'>\n<div class=\"flex_column av_one_full  flex_column_div av-zero-column-padding first  avia-builder-el-1  el_after_av_layerslider  el_before_av_hr  avia-builder-el-first  \" style='border-radius:0px; '><p><div  style='padding-bottom:20px; ' class='av-special-heading av-special-heading-h2    avia-builder-el-2  el_before_av_textblock  avia-builder-el-first  '><h2 class='av-special-heading-tag '  itemprop=\"headline\"  >Client Complaint Procedure<\/h2><div class='special-heading-border'><div class='special-heading-inner-border' ><\/div><\/div><\/div><br \/>\n<section class=\"av_textblock_section \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock  '   itemprop=\"text\" ><p><strong>Policy<\/strong><\/p>\n<p>We take very seriously all expressions of dissatisfaction from our clients.\u00a0 If you have received this leaflet, it is likely that you have already expressed your concerns verbally or in writing to your lawyer, their Supervisor or the Managing Partner who is ultimately responsible for dealing with complaints. This leaflet explains our procedures for handling complaints to ensure that each complaint is dealt with swiftly in an attempt to reach an amicable and satisfactory solution.<\/p>\n<p><strong>Reporting &amp; Investigation Responsibilities<\/strong><\/p>\n<p>Informal verbal complaints should be addressed to your lawyer in the first instance.\u00a0 If you are not satisfied with their proposals, then the matter should be taken up with the Supervisor responsible for their work. The name of that Partner will have been given in your initial client care letter, but if you are unable to locate this, you can ask your lawyer or a member of our support staff.\u00a0 If the matter cannot be resolved informally with your lawyer, it would assist investigations if you were to fully detail your concerns in writing so there is less room for misunderstanding your concerns and requirements.<\/p>\n<p><strong>Response Times<\/strong><\/p>\n<p>Written complaints will be acknowledged within 3 working days of receipt whereby the name of the person responsible for handling the complaint will be confirmed.\u00a0 A full reply will be sent as soon as the matter has been investigated and our proposals for dealing with your concerns have been agreed upon.\u00a0 In any case, we will always endeavour to provide a full response within 20 working days.\u00a0 If that is not possible, an interim response will be given explaining why it is not possible to meet this deadline, when we expect our investigations to be completed and a response finalised. If we have not finalised our response within 40 working days, you have the right to take your complaint to the Legal Ombudsman.<\/p>\n<p><strong>Unresolved Issues<\/strong><\/p>\n<p>If, in the unusual event that we are unable to resolve the matter to your satisfaction, you are able to take the matter up with the Legal Ombudsman (Office for Legal Complaints).\u00a0 The contact details for the Legal Ombudsman are: Legal Ombudsman, PO Box 6167, Slough\u00a0 SL1 0EH, Tel: 0300 555 0333,\u00a0 <a href=\"http:\/\/www.legalombudsman.org.uk\">www.legalombudsman.org.uk<\/a>. The Legal Ombudsman will normally expect you to have taken the matter through our complaints procedure before he will investigate your complaint. A complaint to the Legal Ombudsman must be made: \u2022 Within six months of receiving our final response to your complaint<br \/>\nand \u2022 No more than one year from the date of the act or omission being complained about; or \u2022 No more than one year from the date when you should reasonably have known that there was cause for complaint.<\/p>\n<p class=\"para\" style=\"text-align: justify;\"><b>Complaints About Misconduct <\/b><\/p>\n<p class=\"para\" style=\"text-align: justify;\">If you have any concerns about any misconduct or breach of the SRA Code of Conduct by our firm such as taking or losing your money, dishonesty or discrimination, you can also report the matter to our regulatory body, the Solicitors Regulation Authority. Their details are:<\/p>\n<p class=\"para\">The Solicitors Regulation Authority<\/p>\n<p class=\"para\">The Cube<br \/>\nWharfside Street<br \/>\nBirmingham<\/p>\n<p class=\"para\">B1 1RN<br \/>\n0370 606 2555<\/p>\n<p class=\"para\" style=\"text-align: justify;\"><a href=\"http:\/\/www.sra.org.uk\/consumers\/problems\/report-solicitor.page\">http:\/\/www.sra.org.uk\/consumers\/problems\/report-solicitor.page<\/a><\/p>\n<p><strong>Management<\/strong><\/p>\n<p>All complaints (written or verbal) are recorded and logged centrally to enable us to detect recurring problems and trends.\u00a0 As necessary, we will implement corrective action in response to individual complaints and improvement measures to prevent adverse trends and correct recurring problems.\u00a0 In this manner, we aim to constantly improve the service we provide.<\/p>\n<\/div><\/section><\/p><\/div><div  style='height:20px' class='hr hr-invisible   avia-builder-el-4  el_after_av_one_full  el_before_av_textblock '><span class='hr-inner ' ><span class='hr-inner-style'><\/span><\/span><\/div><\/p>\n<section class=\"av_textblock_section \"  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock  '   itemprop=\"text\" ><p>For any other queries please feel free to <a href=\"?page_id=3418\">contact us directly<\/a>.<\/p>\n<\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-3873","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.lynch-hall.co.uk\/index.php?rest_route=\/wp\/v2\/pages\/3873","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.lynch-hall.co.uk\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.lynch-hall.co.uk\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.lynch-hall.co.uk\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.lynch-hall.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3873"}],"version-history":[{"count":8,"href":"https:\/\/www.lynch-hall.co.uk\/index.php?rest_route=\/wp\/v2\/pages\/3873\/revisions"}],"predecessor-version":[{"id":4231,"href":"https:\/\/www.lynch-hall.co.uk\/index.php?rest_route=\/wp\/v2\/pages\/3873\/revisions\/4231"}],"wp:attachment":[{"href":"https:\/\/www.lynch-hall.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3873"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}