Complaints information
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. If you would like to make a formal complaint, then you can read our full complaints procedure. Making a complaint will not affect how we handle your case.
Our Complaints Procedure
At Fisher and Co Solicitors Ltd, we define a complaint as any reasonable expression of client dissatisfaction or grievance.
Complaints will be identified by the member of staff who first comes in to contact with the complaint or expression of dissatisfaction or grievance however it is expressed. If it is in written form, this is likely to be the person who opens the post or reads the fax; if in electronic form, the person who opens the email and if verbal or via the telephone, the person to whom the client is speaking. The following applies to all complaints received by the firm:
- They will be recorded in a central file
- They will be acknowledged and the client notified of when they will receive a substantive response which should be within two weeks of when the complaint was first received.
- The complainant will be informed of the person to whom they should take matters if they remain dissatisfied at any stage.
- Options for redress and for correcting any underlying problem or unsatisfactory procedures will be provided.
As soon as a complaint is received, it will be brought to the attention of Ian Fisher our Complaints Manager who will carry out the following steps:
- Identify the cause of the complaint and the reason for the grievance
- Discuss the case and the complaint with the relevant fee earner
- If not already in writing, try to obtain a detailed written version of the complaint from the complainant.
- Determine if the complaint has merit
- Decide what action needs to be taken to prevent the complaint happening again
- Decide what action needs to be taken to satisfy the complainant.
Ian Fisher will be the person with overall responsibility for complaints and James Winter-Whitaker our Practice Manager, will be responsible for dealing with complaints made about Ian Fisher using the above procedure and will be identified as such on relevant letters to clients where Ian Fisher has conduct of the case.
What to do 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 our final response to your complaint
and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information contact the Legal Ombudsman.
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
