We hope that you never have cause to complain about our service or your bill. If problems arise we will work with you to resolve them informally and quickly.
Our aim is to ensure that everyone who receives a service from this firm considers it to be efficient and effective.
However, even with the best of intentions, we may at times fail to meet your expectations. If you have a concern about any aspect of our service, or about the bill, which has not been resolved to your satisfaction then you may raise a complaint.
What you need to do
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 please contact Karen Phull, Risk & Client Services Adviser, either in writing, by e-mail, by fax or by telephone detailing the reasons for your dissatisfaction with our service. We will not charge you for dealing with your complaint. Making a complaint will not affect how we handle your case.
Risk & Client Services Adviser
Shakespeare Martineau LLP
No 1 Colmore Square
T: 0121 214 0000
F: 0121 237 3011
We will acknowledge your complaint within 2 working days of it being received.
If your issues of complaint have not been specified, we will ask you for clarification.
Once we have received all relevant information, we will undertake a full review of your file and discuss your complaint with the acting Fee Earner or Partner.
We will keep you updated as to the progress of our investigation and we will aim to provide you with a final response to your complaint within 6 – 8 weeks of receipt.
Shakespeare Martineau are committed to the application of Outcomes Focused Regulation and the principles of Treating Customers Fairly in accordance with, respectively, the requirements of the Solicitors Regulation Authority (SRA) and the Financial Conduct Authority (FCA).
The SRA can help if you are concerned about our behaviour. You can raise your concerns with them at www.sra.org.uk/consumers/problems/report-solicitor.page
What happens next?
If you are not satisfied with our final response, you can contact us with any additional information which you think may be helpful to our investigation, and we will undertake a further review. We will aim to provide a response to this within 14 days of receipt. If we are unable to reach a satisfactory conclusion we will write to you again and confirm our firm’s final position.
Once our complaints process has concluded, you are entitled to refer your complaint to the Legal Ombudsman, whose details are outlined below:
PO Box 6806
T: 0300 555 0333
The Legal Ombudsman can consider issues you have about the service we have provided within six months of receipt of our final response.
Please note that the service provided by the Legal Ombudsman is only available to certain types of clients, and in broad terms these will be individuals or micro businesses. For exact criteria please refer to the Legal Ombudsman’s website at www.legalombudsman.org.uk.