Complaints Process

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Complaints Handling Procedures

We are authorised and regulated by the Solicitors Regulation Authority (SRA).  We are committed to high-quality legal advice and client care and aim to offer all our clients an efficient and effective service.   However, if our clients would like to discuss how the service to them could be improved, the level of their bill, or should there be any aspect of our service with which they are not satisfied, we ask them to please contact the person in our firm responsible for complaints handling: Miss Natalie Moore (Director) on 01952 618656 or natalie@njpsolicitors.co.uk by post to NjP Solicitors, Suite 1, RBR House, 6 Hawksworth Road, Central Park, Telford, Shropshire, TF2 9TU.

We are keen to resolve any concerns as soon as possible, and in order to do this, we will follow our complaints handling procedure. 

Our complaints procedure is as follows: 

STEP ONE:

If they have not already done so, we will ask our clients to let us know the full nature of the problem. 

STEP TWO:

Our Complaints Handling Representative will write to the client acknowledging their complaint within 7 days.

STEP THREE:

Our complaints Handling Representative shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within 21 days of acknowledging receipt of the complaint. If, for some reason, the matter cannot be investigated in this timeframe, then we will write to the client notifying them of this, together with the reason why and giving a revised timescale.  

STEP FOUR:

Once the investigation has been completed, our Complaints Handling Representative shall invite the client to a meeting to discuss the issue(s) they have raised and hopefully resolve the complaint. This meeting will take place within 14 days of completing the investigation.   

Following the meeting, our Complaints Handling Representative shall write to the client within 7 days of the meeting to confirm the discussion and the solution agreed upon. 

If the client does not want to or is unable to attend such a meeting (or the meeting is not necessary), we will be happy to send the client a detailed, written response. 

*Subject to firms discretion – see below

STEP FIVE:

If the client is satisfied with our response following the above steps, that will be the end of the matter. However, if the client is not satisfied, they will be invited to contact our Complaints Handling Representative within 3 days, and Miss Natalie Moore will review the decision. She will write to the client within 7 days of receiving the request with confirmation of the firm’s final position in relation to the complaint, outlining the reasons and any final redress that is offered.

STEP SIX: OTHER AVENUES

Clients must always try to complain to us first. In most cases, they will not be able to take their complaint further without allowing us the opportunity to put things right. 

LEGAL OMBUDSMAN

We are permitted a minimum of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then our clients are advised that they may ask the Legal Ombudsman to consider the complaint.

Clients are free to refer any complaint about our work, fees or level of service but there are some conditions and time limits.  Please be aware that any complaint to the Legal Ombudsman must be made no later than one year from the act/omission the client is complaining about. 

For further information, please contact the Legal Ombudsman on 0300 555 0333or visit www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at Legal Ombudsman PO Box 6167 Slough SL1 0EH.

SOLICITORS REGULATION AUTHORITY

If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit: 

FURTHER INFORMATION

For further information about our complaints handling procedures, please do not hesitate to contact Miss Natalie Moore on 01952 618656 or natalie@njpsolicitors.co.uk or by post (address above).

*Firm Discretion to Manage the Complaints Process 

The Firm reserves the right, at its absolute discretion, to vary, abridge, amend or dispense with any stage of this Complaints Procedure where it considers it reasonable, fair and proportionate to do so in the circumstances of the particular complaint. 

This may include progressing a complaint directly to a final review and decision where the Firm considers that further investigation, correspondence, review stages, meetings or other procedural steps would not materially assist in resolving the complaint.  

Examples of circumstances where the Firm may exercise this discretion include, but are not limited to: 

• There is sufficient information available to enable the Firm to reach a final determination. 
• Further investigation would serve no useful purpose. 
• The issues raised have already been fully investigated and considered by the Firm. 
• The complaint raises no new information or evidence that would justify further investigation. 
• The Firm considers that the relevant facts are clear and undisputed. 
• The complaint is repetitive, vexatious, unreasonable or constitutes an abuse of the complaints process. 
• Further correspondence is unlikely to assist in resolving the complaint or alter the outcome. 
• The Firm considers that the complaint can be fairly and reasonably determined based upon the information already available. 

Where the Firm exercises this discretion, the complainant will be informed of the decision and provided with the Firm’s final written response.  

Meetings and Communication During the Complaints Process 

The Firm will consider whether a meeting, telephone call or video conference would assist in resolving a complaint. However, the Firm reserves the right to determine that such a meeting would be inappropriate in the circumstances of a particular complaint. 

Examples of circumstances where a meeting may be considered inappropriate include: 

(This is not an exhaustive list) 

• Where the relationship between the complainant and the Firm has broken down significantly. 
• Where the complaint concerns the conduct, actions, decisions or handling of the complaint handler and a meeting is unlikely to assist in resolving the issues raised. 
• Where the Firm considers that the matters complained of can be adequately addressed through a review of the documentation and written response.  
• Where a meeting would not materially assist the investigation or resolution of the complaint. 
• Where there is sufficient information available to enable the Firm to reach a final determination. 
• Where a meeting would result in unnecessary delay, cost or duplication of issues already raised and considered. 
• Where the Firm considers that a meeting is unlikely to be productive, constructive or conducive to resolving the complaint. 

In such circumstances, the Firm may proceed to investigate and determine the complaint based on the information and evidence available and provide its final written response without holding a meeting. 

The decision as to whether a meeting is necessary forms part of the Firm’s discretion in managing its complaints process and shall be determined by the Firm having regard to the circumstances of the complaint, the interests of fairness, proportionality, the welfare of its staff and the efficient resolution of complaints. 

Nothing within this Complaints Procedure prevents the Firm from issuing a final written response at any stage where it considers that it has sufficient information to fairly determine the complaint and that further investigation, meetings, correspondence or procedural steps would serve no useful purpose.