Our Complaints Procedure

 

Complaints to the Ombudsman

The Legal Ombudsman could help you if you are not happy with your solicitor's work or service and need to put things right. Where you are not happy with your solicitor because they are:

 

• Losing your documents or giving you unclear advice.
• Charging you an amount you are not happy with
• Not replying to your emails, letters or calls
• Not explaining issues properly so you do not understand.

 

The Legal Ombudsman’s investigators aim to resolve cases quickly and informally by helping you and the firm or lawyer to come to an agreement. If they are unable to do that, an Ombudsman will be asked to make a decision. Those decisions are legally binding and they can enforce them through the courts if necessary.

How to complain to The Ombudsman.

 

1. Start by logging a formal complaint with your provider.
2. Notice an issue with your provider.
3. Contact your provider to log a formal complaint and supply evidence to support your case
4. Work with your provider to fix the problem. Get in touch and chase your provider for an update.
5. Wait six to eight weeks for a resolution or deadlock letter.
6. Then you can escalate the complaint to us.
7. You escalate the complaint to us and we'll help resolve it.
8. We'll pass the details to your provider and they might resolve the issue at this stage. If not we'll propose what we consider a fair outcome based on the evidence from both parties.
9. We ensure your provider complies with our resolution once you choose to accept it.

 

You must always try complaining to your solicitor or firm first. In most cases you will not be able to take your complaint further until you have done so.

You may find that approaching the problem informally at first will resolve things. However, if this does not work, your solicitor should always give you information on their official complaints procedure and your right to take the complaint to the Legal Ombudsman

When you make your complaint, you should:

 

• make a complaint as soon as possible, once you are clear what the issue is and while it is fresh in your mind;
• be clear on what your complaint is about and how you would like it to be resolved—keep a note of the relevant points that you would like to address;
• make a note of who you spoke to, and what was said—this will come in handy if you need to chase your complaint up or take it further;
• keep calm, and be polite—even though you may be very frustrated, it is much easier to get the result you want by being reasonable; and
• give them some time to resolve your complaint—the Legal Ombudsman suggests up to eight weeks.

 

Our complaints policy

At Ash Solicitors, we are committed to providing a high-quality legal service to all our clients. When something goes wrong we need clients to tell us about it. This will help us to improve our standards.

Our complaints procedure

All complaints from clients should be reported to the Principle, who will ensure that the complaints are dealt with promptly, fairly and effectively. The complaint will be dealt with by the individual fee earner and reviewed by the Principal. Any decisions to reduce a bill or a repayment in relation to any payment received must be made and approved by the Principal and signed by them.

Complaints to the SRA

The SRA deals with complaints about dishonesty or breaches of our Principles; however, they are not able to deal with issues of poor service. If you think a solicitor might be dishonest or you have concerns about their behaviour.

Examples include:

 

• Shutting down their law firm without telling you.
• Dishonesty or deliberately overcharging you
• Taking or losing your money
• Treating you unfairly because of your age, a disability or other characteristic.

 

When reporting, you should:

 

• set out your concerns clearly.
• identify individuals you consider responsible
• attach any evidence you have in support

 

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