Issues and Complaints

We aim to offer all our clients a helpful, effective and efficient service and we are
confident that we can do so in handling your matter. However, should you feel that
there are, or have been, any problems or difficulties with our service or the account
then please raise the matter as a complaint with our Practice Manager, Kate Wargen,
via email at kw@kidwellssolicitors.co.uk, by telephone or in writing.

We operate a Client Care Policy to assist in resolving any misunderstanding or
difficulties; a hard copy of this policy is available on request. We have eight weeks to
consider your complaint. If we have not resolved it within this time you may complain
to the Legal Ombudsman. We will always endeavour to provide a full response to
most complaints within 28 days

What will happen next?
Once we have received your complaint we will send you a letter acknowledging
receipt of your complaint and enclose a copy of our Complaints Procedure.

We will then investigate your complaint. The Practice Manager will then invite you to
a meeting to discuss and hopefully resolve your complaint.

Within three days of the meeting, the Practice Manager will write to you to confirm
what took place and any solutions they have agreed with you.
If you do not want a meeting or it is not possible, our Practice Manager will send you
a detailed written reply to your complaint, including their suggestions for resolving
the matter.

At this stage, if you are still not satisfied, you should contact us again and we will
arrange for a Director to review the decision.
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 your complaint involves our Practice Manager please notify the fee earner with
care and conduct of your matter who will provide details of a Director for you to
address your complaint.

Not satisfied?
If you are not satisfied with our handling of your complaint you can ask the Legal
Ombudsman, an independent complaints body, established under the Legal
Services Act 2007, which deals with legal services complaints to investigate.

Legal Ombudsman
PO Box 6806, Wolverhampton
WV1 9WJ
Telephone: 0300 555 0333
Email address: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

The Legal Ombudsman will look into your complaint if it meets ALL three of the steps
below:
1. The problem or when you found out about it, happened after 5 October 2010; and
2. You are referring your complaint to the Legal Ombudsman within either of the
following: Six years of the problem happening or three years from when you found
out about it; and
3. You are referring your complaint to us within six months of your service provider’s
final response.

Alternative complaints bodies exist which are competent to deal with complaints
about legal services should both you and our firm wish to use such a
scheme. We agree to use  Clerksroom .

If your complaint relates to our bill then you may also have the right to have the bill
assessed under the Solicitors Act 1974 (Part III).