Complaints

We are committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.

In the first instance it may be helpful to contact the person who is working on your matter 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 as below.

Making a complaint will not affect how we handle your case.

How do I make a complaint:

You can contact us in writing (by letter, fax or email) or by speaking with our complaints manager whose contact details are:

David Bridge
Unit 7 Concept Park
Innovation Close
Poole
BH12 4QT

Email: – david.bridge@kiteleys.co.uk

Tel:- 01202 849242

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

• your full name and contact details

• what you think we have got wrong

• what you hope to achieve as a result of your complaint, and

• your file reference number (if you have it)

If you require any help in making your complaint we will try to help you.

How will you deal with my compliant:

We will record your complaint centrally.

We will write to you within 3 working days acknowledging your complaint, enclosing a copy of this policy.

We will investigate your complaint. This will usually involve:

• reviewing your complaint

• reviewing your file(s) and other relevant documents, and

• speaking with the person who dealt with your matter

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

We will update you on the progress of your complaint at appropriate times.

We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

We will write to you 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 of acknowledgement.

What if I am not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.

If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:

• by post at PO Box 6167, Slough, SL1 0EH

• by telephone: 0300 555 0333, or

• by email: enquiries@legalombudsman.org.uk

Timescales for bringing your complaint to the legal ombudsman

From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be no later than:

• six Months from the date of our final response to you in reply to your complaint

• one year from the date of the act or omission being complained about; or

• one year from the date when the complainant should have realised that there was cause for complaint.

• later than the above if the Ombudsman decides it is fair and reasonable to allow the complaint out of time

Further details are available on the website: www.legalombudsman.org.uk.

What will it cost?

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

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.

To contact the SRA at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN, Tel : 0370 606 2555