Complaints Handling Procedures

Our complaints policy

Crockett & Co Solicitors is committed to providing a high-quality legal service to all of our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. A complaint may also involve dissatisfaction with regards to how a case is handled, fee earner issue etc, the letter must contain what element the complaint is regarding, to enable us to investigate it fully.

Our in-house complaints procedure

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. Please send your complaint to – Helen Crockett at Crockett & Co Solicitors, 260 Harehills Lane, Leeds, LS9 7BD or by email to – helencrockett@crockettsolicitors.co.uk

What will happen next?

1.       We will send you a letter acknowledging receipt of your complaint within 5 working days of our receiving the complaint, enclosing a copy of this procedure.

2.       We will then investigate your complaint. This will normally involve passing your complaint to our client care director, Helen Crockett, who will review your matter file and speak to the member of staff who acted for you, which may be remote in the current health crisis.

3.       The Practice Manager/Cashier will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. They will do this within 14 working days of sending you the acknowledgement letter.

4.       Within 3 working days of the meeting, the Practice Manager will write to you to confirm what took place and any solutions agreed with you.

5.       If you do not want a meeting or it is not possible, Helen Crockett/the Practice Manager/Cashier will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6.       At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for a review of the decision.

7.       We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. The Practice Manager, along with the Principal, will identify the cause of any problems of which the client has complained, we aim to offer a solution, redress any areas necessary and correct any procedures that deem unsatisfactory.

If we have to change any of the timescales above, we will let you know and explain why.

Any complaints are registered and filed in our complaints folder, which is reviewed annually by the Principal, to ensure all matters are resolved and within the time scale provided.

Complaint to the Legal Ombudsman

If you are not satisfied by our response, within 8 weeks, you can make a complaint to

the Legal Ombudsman, in relation to the quality of our service, either:

Complaint to the SRA

If you believe that the firm has broken SRA rules, then cam complain to the SRA by

email – contactcentre@sra.org.uk