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.
Please raise any concerns with the Fee Earner conducting your matter who will look to resolve matters with you.
In the event that they are unable to resolve matters to your satisfaction, please ask them to refer the matter to their Head of Department or area of Law (as shown in your Client Care Letter) who will review your matter and concerns and report to you.
Should your concerns remain unresolved, you should contact our Senior Complaints Officer, with details of what remains unresolved, so we may consider this as a formal complaint under our Complaints Policy.
Please contact our Senior Complaints Officer, either by email to: ClientCare@spiresolicitors.co.uk or by post to: Senior Complaints Officer, Spire Solicitors LLP, Holland Court, The Close, Norwich, Norfolk NR1 4DY or FAX to 01603 610700.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within five days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your file to our Senior Complaints Officer, who will review your matter file and speak to the member of staff who acted for you and Departmental Head.
- We are allowed 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.
- 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 WVl 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
