COMPLAINTS HANDLING PROCEDURE

Our complaints policy

 

We are committed to providing a high-quality legal service and to deal with all our clients fairly. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

 

  1. This procedure is intended for clients of this firm. If you are not a client but wish to make a complaint we will investigate and provide you with a response, however use of this procedure in these circumstances is at our discretion.

 

How do I make a complaint?

 

  1. You can contact us in writing (by letter or email)
  2. To help us to understand your complaint, and in order that we do not miss anything, please tell us:-
    1. Your full name and contact details.
    2. What you think we have got wrong.
    3. Any evidence you have to support your complaint.
    4. What you hope to achieve as a result of your complaint.
    5. Your file reference number (if you have it).

 

What will happen next?

 

  1. We will send you a letter or email acknowledging receipt of your complaint within three working days of us receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to the relevant partner who is supervising your matter. He/she will review your complaint and your file and speak to the person who dealt with your matter. We may need to ask you for further information or for further documents. If so, we will ask you to provide the information within a specific period of time. If the complaint involves the supervising partner, he/she will refer it to another partner and will confirm who will deal with it.
  3. We will write to you by letter or email at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 28 days of the date of our letter or email of acknowledgement.
  4. If we have to change any of the timescales above, we will let you know and explain why.
  5. The Legal Ombudsman allows us 8 weeks to try to reach a resolution to your complaint.

 

What if I am not satisfied with the outcome?

 

If you are not satisfied with our response to your complaint you can contact the Legal Ombudsman to look at your complaint. You can contact the Legal Ombudsman by post, telephone or email:

 

Legal Ombudsman, PO Box 6806 , Wolverhampton  WV1 9WJ

Telephone: 0300 555 0333

E-mail: enquiries@legalombudsman.org.uk

Visit: www.legalombudsman.org.uk

For minicom call 0300 555 1777

 

Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the Legal Ombudsman’s website www.legalombudsman.co.uk.

 

What will it cost?

 

  1. We will not charge you for handling your complaint.
  2. Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
  3. The Legal Ombudsman service is free of charge.

 

What to do if you are unhappy with our behaviour

 

If you are concerned or unhappy with our behaviour, The Solicitors Regulation Authority can help. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

 

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority at www.sra.org.uk

Copyright 2013    Company name

Design : Poplar Services     I     © KK Thompson Solicitors Limited 2020.

All rights reserved. KK Thompson Solicitors is a trading name of KK Thompson Solicitors Limited, a company registered in England and Wales (with registered number 08652340) and is authorised and regulated by the Solicitors Regulation Authority under number 605553. A list of directors is available for inspection at the above address.

KK Thompson Solicitors

Thompson House

46 Glenside

Appley Bridge

Lancashire WN6 9EG

Tel: 0333 011 8626

E-mail: info@kkthompson.com

CONTACT KK THOMPSON

KK Thompson Solicitor in Wigan represents clients in Preston, St. Helens, Warrington, Blackburn, Bolton, Leigh, Widnes, Chorley, Bury, Eccles, Salford, Southport, Ormskirk, Rochdale, Crosby, Bootle, Liverpool and Manchester, and throughout the region, including Lancashire, Cheshire and Merseyside.