Paper Temple Solicitors Complaints Policy
Paper Temple Solicitors 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, as this will help us to improve our standards.
We have a procedure that we commit to following should any of our clients have a complaint that requires addressing.
Our complaints procedure
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed.
Paper Temple Solicitors
13A Station Road North
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will involve passing your complaint to our client care partner, either Rachel Teasdale or Claire Newburn, effectively the partner who has not acted for you, who will review your matter file and speak to the member of staff who acted for you.
3. The reviewing partner will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, the reviewing partner will write to you to confirm what took place and any solutions she has agreed with you.
5. If you do not want a meeting or it is not possible, the reviewing partner will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. 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. Depending on the matter, we may, at this stage, arrange for another partner to review the decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If due to unforeseen circumstances, we have to change any of the timescales above listed in our Complaints Procedure, we will, of course, inform you and explain why.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
Within six months of receiving a final response to your complaint
No more than six years from the date of act/omission; or
No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are concerned about our 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 characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.