We’re Here to Help
At Streathers, we are committed to providing an excellent service to all of our clients. However, we recognise that there may be occasions when things do not go as expected.
If you are unhappy with any aspect of our service, we encourage you to tell us. We take all concerns seriously and will do our best to resolve any issues promptly, fairly and professionally. Your feedback also helps us improve the service we provide.
How to Make a Complaint
If you would like to raise a complaint, please contact the appropriate Client Care Manager below:
|
Office |
Client Care Manager |
|
|
Portland Place |
Cormac Mannion |
|
|
Clapham |
Ben Wise |
Please provide as much information as possible about your concerns so that we can investigate the matter fully.
What Happens Next?
1. Acknowledgement
We will acknowledge your complaint within 10 working days of receiving it. If necessary, we may ask you for additional information to help us understand the issue and investigate it properly.
At this stage, we will also confirm who will be responsible for handling your complaint.
2. Investigation
Your complaint will be reviewed by one of our Client Care Managers, who will:
- Speak with the member of staff who acted for you;
- Review the relevant correspondence and file documents;
- Consider the circumstances of the complaint carefully and fairly;
- Contact you if further information or clarification is required.
Most investigations are completed within eight weeks, although more complex matters may occasionally take longer. If this happens, we will keep you informed and explain the reasons for any delay.
3. Our Response
Once our investigation is complete, we will write to you setting out:
- Our findings;
- Any action we propose to take;
- Any steps required to resolve the matter.
Our aim is always to resolve complaints as quickly and fairly as possible.
4. Closure
If we do not hear from you within three months of our final response, we will assume the matter has been resolved and close our file.
Outstanding Fees
If your complaint relates to fees that remain unpaid, we may ask you to pay a reasonable proportion of the outstanding amount before continuing with the complaints process. This will be assessed fairly and in light of the nature of the complaint.
If You Remain Dissatisfied
If you are unhappy with our final response, you may be able to refer your complaint to the Legal Ombudsman, an independent organisation that investigates complaints about legal services.
Legal Ombudsman
Address:
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Time Limits
The Legal Ombudsman generally expects complaints to be referred:
- Within one year of the act or omission being complained about; or
- Within one year of you becoming aware that there may be a cause for complaint.
You must also refer your complaint to the Legal Ombudsman within six months of receiving our final response.
Solicitors Regulation Authority (SRA)
The Solicitors Regulation Authority (SRA) regulates solicitors and law firms in England and Wales.
The SRA deals with concerns relating to professional conduct and regulatory breaches, including:
- Dishonesty or fraud;
- Misuse of client money;
- Serious breaches of professional rules;
- Discrimination or unfair treatment;
- Operating a law firm improperly or without regard to regulatory obligations.
Further information can be found on the SRA website:
www.sra.org.uk
Our Commitment
We value every client relationship and are committed to delivering high-quality legal advice together with excellent client service. If something has not met your expectations, we want to know so that we can put things right and continue to improve the service we provide.