We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. 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.
You can raise your concerns with the Solicitors Regulation Authority.
What do to if we cannot resolve your complaint
The Legal Ombudsman 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 Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint AND
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
S & S Legis Client Care & Complaints Procedure
Georgia Koutiva is the Partner responsible for client care and complaints handling.
When a client contacts us, Sarah and/or Georgia must assess whether the firm has the resources and most importantly the skills for a matter before agreeing or consenting to accept instructions. If the decision is negative then the client must be notified promptly so not to delay matters any further.
If we accept the instructions then we will provide the client with our client engagement letter. Our relationship with the client is a contractual one with legal and conduct obligations. Georgia and Sarah will ensure that their decision does not discriminate unlawfully.
The Client’s satisfaction will be monitored throughout the duration of the instruction. When a matter concludes, each fee earner must send our client feedback questionnaire to the client. Georgia will review and safekeep all questionnaires to monitor any trends/issues that need rectifying.
If a client has a complaint then at first instance he/she must raise it with the fee earner handling the file as explained within our client engagement letter. The fee earner must accommodate the client and review all correspondence and actions undertaken. After reviewing the file, if we discover that any act or omission could give rise to a claim by the client against us we must notify the client in due course.
If the complaint is not resolved directly with the fee earner then the procedure is as follows:
If the fee earner is Asimina Koutiva then Sarah Edwards will be the person to contact. If the complaint is still not resolved then Sarah will refer the complaint to Georgia.
If the fee earner is Sarah Edwards then the person to contact is Georgia and vice versa.
All complaints must be dealt with promptly and no later than 28 days of receipt of the complaint. If this is not possible then the client must be notified and also provided with the reasons why.
The client must be reminded that if he/she is not satisfied with our handling of his/hers complaint that he/she can ask the Legal Ombudsman (‘LeO’) to consider it. If LeO contacts us requesting information then we must respond quickly and disclose any information they require. However, if the client has issued any proceedings against us then we must notify LeO in relation to this.
We will keep a record of all complaints. If one fee earner has the majority of complaints then the supervisor must have a meeting with him/her to discuss the ways forward and how to improve.