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 Team Leader or Supervisor (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.
What will happen next?
- We will send you an acknowledgement 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 their Team Leader.
- We are allowed eight weeks from receiving the complaint, to review your case and 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 (LeO).
The LeO 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 LeO will check that you have tried to resolve your complaint with us first. The LeO’s contact details are:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333.
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman PO Box 6167, Slough SL1 0EH.
If your complaint is in respect of our behaviour, you can contact the Solicitors Regulation Authority (SRA).
The Legal Ombudsman expects complaints to be made to them within one year of the date or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
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
