We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
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, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you 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.
You can raise your concerns with the Solicitors Regulation Authority.
What do to if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
You must refer to the Legal Ombudsman within One year of the problem you are complaining about happening.
You must bring the complaint forward within One year of becoming aware of this problem.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6167, Slough SL1 0EH
Frisby & Small – Complaints Handling Procedure
We aim to deal with any complaints promptly, fairly, openly and effectively.
Our definition of a complaint is:
“any written or verbal expression of dissatisfaction referred to any person in our organisation by a client”.
A complaint can be identified through a letter, telephone call, e-mail, and fax or in the course of a face to face conversation.
A complaint may involve:
- dissatisfaction with the handling of a case;
- disappointment with an alleged lack of communication;
- frustration with an alleged lack of case progress;
- an allegation of discrimination; or
- dissatisfaction with the outcome of the case.
However, issues of a very minor nature, for example, not returning a non-urgent telephone call until the following day will not be recorded as a complaint.
It is the policy of the firm that:
- every complaint made by a client is reported and recorded centrally;
- every complaint received is responded to appropriately; and
- the cause of the problem is identified, appropriate redress is offered, and
unsatisfactory procedures are corrected.
We inform clients in writing at the outset of their matter of their right to complain and how complaints can be made. We also advise them of their right to complain to the Legal Ombudsman, the time frame for doing so and full details of how to contact the Legal Ombudsman.
When a client makes a complaint, it is handled in accordance with our complaints handling procedure. On receipt of a complaint, Justin Crowson sends the client our standard letter which sets out our complaints handling procedure, outlining the relevant stages and timescales. Where appropriate, we shall ensure that our procedure is tailored in response to the needs of our individual clients, especially those who are vulnerable.
We allow a maximum of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem within that timeframe, where the complaint has not been settled or dealt with to a client’s satisfaction, we advise the client again in writing of their right to pass the complaint to the Legal Ombudsman, the time frame for doing so and full details of how to contact the Legal Ombudsman.
We report and record every complaint made centrally. All complaints are referred to Justin Crowson in the first instance, who:
- reviews the matter with any staff member involved;
- identifies the cause of any problems of which the client has complained;
- determines what degree of validity the complaint has; and
- decides how the complaint should be resolved.
Where Justin Crowson identifies a potential negligence claim or where a client claims financial loss, compensation or threatens legal action, he will decide, in conjunction with our insurers, whether we should continue with this complaints procedure or adopt some other course of action.
We inform clients if we discover any act or omission which could give rise to a claim by them against us but before doing so fee earners must refer any such cases to their supervisor for advice. If the supervisor agrees that the circumstances of the case could give rise to a claim then the case must be referred immediately to Justin Crowson, who will decide, in conjunction with our insurers, what information should be provided to the client.
Justin Crowson will offer the client appropriate redress and recommend amendments to unsatisfactory procedures where appropriate. Justin Crowson will ensure that any unsatisfactory procedures are corrected.
Any complaints made where Justin Crowson had conduct of the matter are referred to Fiona Fraser.
Justin Crowson keeps details of all complaints received in a central record. Copies of any documents/correspondence showing how each complaint is resolved are also retained on the central record.
Justin Crowson has overall responsibility for handling complaints and carries out an analysis of the central record of complaints annually. Following this review, he decides whether any action can be taken to improve our services. The results of the review (i.e. any trends identified and action proposed) are documented.
Justin Crowson is responsible for the operation of this procedure. He will review it annually to verify that it is in effective operation.