Issues and Complaints

As a professional Practice we are committed to attempting to resolve problems that may arise with our services. It is therefore important that you immediately raise any concerns you may have.

What is a complaint?

The Practice regards a complaint as an oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or other detriment.

Am I entitled to complain?

Yes. If you are unhappy about any aspect of the service you have received or costs relating to your matter then we want to hear about it.

How do I complain?

Complaints can be raised in a number of ways. The Practice will allow and respond to complaints made by any reasonable means giving due consideration to the individual needs of that client. Your first contact regarding a complaint should be to the fee earner working on your matter. However, if you choose not to speak to that person then you can go directly to our designated Complaints Handler the Managing Director, Michael Horne. You can do this by:

Email: Michael.Horne@kidwellssolicitors.co.uk

Letter: Kidwells Law Solicitors Ltd.

Kidwells House

4 Coldnose Road

Rotherwas Industrial Estate

Hereford

HR2 6JL

Phone: 01432 278179

If a complaint is made against Michael Horne then the role will be assumed by another Director.

How will my complaint be handled and how long will it take?

When a complaint is first received, the fee-earner (or, if the complainant does not wish to deal with the fee-earner, the Managing Director) must respond by letter within 3 working days of the day upon which we received the complaint.

The Managing Director will send a copy of our Complaints Procedure and will advise of the complainant’s right to complain to the Legal Ombudsman

The Managing Director will deal with the complaint as a separate matter to the instructed matter. Records of all complaints and associated documents and correspondence will be kept by the Managing Director and recorded on our complaints log.

The Practice will aim to resolve disputes within 8 weeks of receipt of the complaint.

The Managing Director will investigate the complaint fully. This will include reviewing the file and speaking to the fee earner who dealt with the matter.

After the matter has been investigated, the Managing Director will if appropriate invite the complainant to a meeting to discuss and hopefully resolve their complaint. The invitation will be sent within 14 days of acknowledging the complaint.

Within 3 days of the meeting the Managing Director will write to the complainant confirming the meeting and any solutions that were agreed at it.

If the complainant does not wish to attend a meeting, the Practice Director will send a detailed written response to the complaint with suggestions for resolving the complaint within 21 days of sending the letter acknowledging the complaint.

If the complainant remains unsatisfied a Director will review the decision and may arrange to meet with them to discuss why they remain unsatisfied.

Within 14 days of the review or meeting, a Director will summarise the outcome of the complaint reminding them of their right to complain to the Legal Ombudsman. This will conclude the internal complaints procedure.

What happens if I am not happy with how my complaint has been handled?

If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to look at your complaint. You can do this by:

Email: enquiries@legalombudsman.org.uk

Letter: Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

Phone: 0300 555 0333

We would welcome the opportunity of resolving any issues with you prior to this. You must allow us eight weeks to provide a full response to your complaint. Any complaint to the Legal Ombudsman must be either:

• Six years of the problem happening; or
• Three years from when you found out about it (if it took place more than six years ago)

For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at www.legalombudsman.org.uk.