Complaints Policy

Our complaints policy

We are 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 help us to improve our standards. We take all complaints seriously.

If you have a complaint, which you cannot resolve with the person handling your case you should contact our client care partner who is Sarb Gosal. Please contact us with the details by email to: sarb.gosal@spiresolicitors.co.uk or by post to: Sarb Gosal, Spire Solicitors LLP,  The Priory, Church Street, Dereham, Norfolk NR19 1 DW or FAX to 01362 692424

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within five days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Sarb Gosal, who will review your matter file and speak to the member of staff who acted for you.
  3. The Law Society allows us eight weeks, from the sending the of the acknowledgement letter, to provide you with a detailed written reply to your complaint, including our suggestions for resolving the matter. We aim to respond quicker than this but it will depend on the complexity of the complaint.
  4. If you are not satisfied with our reply and your complaint is in respect of our provision of services, you can contact The Legal Ombudsman.

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. Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333.

Email: enquiries@legalombudsman.org.uk

Post:

Legal Ombudsman,
PO Box 6806,
Wolverhampton
WV1 9WJ

If your complaint is in respect of our behaviour, you can contact The Solicitors Regulation Authority

The SRA works with firms such as ours to make sure we comply with the principles of independence, fairness and integrity in order to best serve the interests of our clients and the public interest.

The SRA does not deal with issues of poor service.

You can contact the SRA here:

http://www.sra.org.uk/consumers/problems/report-solicitor.page