Complaints Procedure

Our complaints policy

We are committed to provide 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.

Our complaints procedure

If you have a complaint, write to us with the details.

What will happen next?

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within seven days of us receiving your complaint.
  2. We will record your complaint in our Central Register and open a separate file for your complaint. We will do this within seven days of receiving your complaint.
  3. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within seven days of your reply.
  4. We will then start to investigate your complaint. This will normally involve the following steps:
  • We will pass your complaint to Mr Richard Lowery, our designated Complaints Partner, within seven days.
  • He will ask the member of staff who acted for you to reply to your complaint within seven days.
  • He will then examine the reply and the information in your complaint file. If necessary he may also speak to them. This will take up to seven days from receiving the reply and the file.
  1. Richard Lowery will then invite you to meet him and discuss, and we hope, resolve your complaint. He will do this within seven days of step 4 concluding.
  2. Within seven days of the meeting Richard Lowery will write to you to confirm what took place and any solution he has agreed with you. If you do not want a meeting or it is not possible, Richard Lowery will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within seven days of completing his investigations.
  3. At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways:
  • Another partner of the firm will review Richard Lowery’s decision within 14 days;
  • We will invite you to agree to independent mediation within 14 days. We will let you know how long this process will take.
  1. We will let you know the result of the review within seven days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
  2. If we have to change any of the timescales above, we will let you know and explain why.
  3. We will also give you the name and address of the Legal Ombudsman (LEO). If you are still not satisfied, you can contact them about your complaint. The LEO will normally investigate complaints within six years from the act/omission complained of or three years from you realising the cause of your complaint. You must refer to the LEO within six months of the date of our written response to your complaint. Please be aware that the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010. The LEO may consider it appropriate to refer the matter to the Solicitors Regulation Authority (SRA).

The address for the Legal Ombudsman is:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Helpline: 0300 555 0333
E-mail: [email protected]

If you are unhappy about how the LeO or SRA have dealt with your complaint you can complain to the Legal Services Ombudsman (LSO), who is responsible for dealing with complaints about legal professional bodies. The address for the Legal Services Ombudsman is:

Legal Services Ombudsman
3rd Floor Sunlight House
Quay Street Manchester
M3 3JZ
Helpline: 0845 601 0794
E-mail: [email protected]

In addition to directing a complaint to the Legal Ombudsman (LEO) you will be able to refer your dispute for Alternative Dispute Resolution (ADR).  There are three Institutions available to deal with disputes in the legal services sector, namely the Ombudsman Services, ProMediate and Small Claims Mediation.  If required, we will provide contact details for those mediation services.

 

  • Our Latest Case Studies

    Serious Injury Claims

    Tony's Story

    Frank's Story

    Lindsay's Story

  • Contact Details

    Serious Injury Site

    Call us on
    0161 9044 660

    Email
    [email protected]

    Address
    Express Solicitors
    Resolution House
    311-319 Palatine Road,
    Northenden,
    Manchester,
    M22 4HH,

    DX 29390,
    Northenden

    Find Us

  • Our Testimonials

    Steven wins £85,000 Client Steven Wellings

    Steven wins £85,000 after drunken rugby tackle turned his life upside down. An overzealous rugby tackle from an inebriated friend left Steven Wellings’ leg broken in four places and as a result, both jobless and in excruciating pain.Community spirit
    Steven was helping to build a community carnival float in Wem, Shropshire with friends, who decided to enjoy a few celebratory drinks when they had finished for the night. As Steven was driving a lorry the following day, he…
    Steven Wellings
  • Videos

    Serious Injury Claims

    Tony's Story

    Nigel's Story

    ITN Reports