We are committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us improve our standards.
If you have a complaint, please contact us with the details. We do ask that complaints are put in writing. You can write to Daniel Sproull who handles all complaints against the firm and his contact details are below.
What will happen next?
- We will send you a letter or email acknowledging receipt of your complaint within three business days of receiving it.
- We will then investigate your complaint. This will normally involve passing your complaint and the relevant file to Daniel Sproull who will review the file and speak to the member of staff who dealt with your case.
- Daniel Sproull will then write to you to set out the results of his review. He will normally outline the areas about which he understands you are concerned and his view on each of those matters. If he thinks it appropriate, Daniel Sproull may invite you to a meeting to discuss matters in more detail. If you would like to have a meeting, please feel free to request one.
- Whether or not a meeting takes place, Daniel Sproull will make his suggestions for resolving the matter.
- If you are still not satisfied, you should contact Daniel Sproull again and we will arrange for another Member of Sproull Solicitors LLP or someone unconnected with the matter at the firm to review Daniel Sproull’s decision. Alternatively, we may arrange for your concerns to be reviewed by another local solicitor or refer the matter, with your agreement, to an appropriate mediation service.
- We will write to you within fourteen days of receiving your request for a review confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied, you can contact the Legal Ombudsman about your complaint. Their details are:
PO Box 6806
Tel 0300 555 0 333
Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurred (or if outside of this period, within three years of when you should reasonably have been aware of it).
For further information, you should contact the Legal Ombudsman on the above number or email.
Sproull Solicitors LLP © 2017