Complaints Handling Policy/Procedure
Our Complaints Policy
John Hooper & Co is 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 both help us to resolve your concerns on the one hand whilst helping to improve our overall standards on the other.
Our Complaints Procedure
If you have a concern or a complaint, please contact us as soon as possible by telephoning John Hooper 0115 9415566 or emailing firstname.lastname@example.org or by writing to our office address.
What Will Happen Next?
- We will send you a letter acknowledging receipt of your complaint within five days of our receipt. Please make us aware of any disability that you have which will affect the way that we can contact you so that we can make the necessary adjustments to our processes.
- We will then investigate your complaint. This will normally involve passing your complaint to our Principal, John Hooper who will review your matter file and speak to the member of staff who acted for you.
- John Hooper will then invite you to a meeting to discuss and, hopefully, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
- John Hooper will write to you to confirm the outcome of that meeting and hopefully an agreed solution.
- If you do not want a meeting or it is not possible, John Hooper will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments.
- We will write to you within 14 days of receipt of your request for a review. Our letter will confirm our final response to the complaint together with the reasoning behind it.
- If you are still not satisfied, you can then contact Legal Ombudsman at:
The Legal Ombudsman
PO Box 6806
Telephone: 0300 555 0333
If we have to change any of the timescales above, we will let you know and explain why.
The Solicitors Regulation Authority (SRA)
You also have the right to make a report to the Solicitors Regulation Authority (SRA).
The Solicitors Regulation Authority can help if you are concerned about a solicitor’s 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 characteristics.
To make a report see http://www.sra.org.uk/consumers/problems/report-solicitor.page or contact the SRA at Solicitors Regulation Authority at:
199 Wharfside Street
Telephone: 0370 606 2555