Sheridans aims to provide a professional and satisfactory service for all its clients and to encourage them to use the firm again. Sometimes, during the course of conducting the work, the client may experience problems which need to be resolved.
We aim to keep clients fully informed about their matters and deal speedily with any communication difficulties. In a few instances the client may have a complaint which needs to be considered and answered.
This page explains how we deal with these issues.
We will try to deal with enquiries and complaints as early as possible in a meaningful way. It is appreciated that some matters cannot always be easily resolved and may need to be dealt with elsewhere. We will tell you if that is the case.
- When you become a client of the firm you will be told the name of the lawyer(s) acting for you and the terms on which we act. You will be told who to approach in case of any difficulty.
- In the first instance, you should approach the lawyer concerned to see if you can jointly resolve the problem. If this is not possible, you will be referred to our Client Care Partner (firstname.lastname@example.org). Our Client Care Partner will then investigate your complaint and speak to the member of staff who acted for you. At that stage, your complaint may be referred to the Head of Department or to the Managing Partner.
- At the same time you will be asked to put your query or complaint in writing. There is no particular form, but you may be asked to indicate the outcome you hope or expect from the review.
- When we receive your formal complaint we will generally write to you acknowledging receipt of the complaint within three working days. In many cases a meeting or a telephone call might be the appropriate medium for dealing with the issue. In others, a formal response will be necessary. We aim to deal with all complaints within 21 days. Each matter will be assessed in light of the facts and the circumstances.
- At this stage, if you are still not satisfied, you should contact us again and we may arrange for another partner to review the decision.
- We will write to you within 14 days of receiving your request for a review stating our position on your complaint and explaining our reasons.
- If you are still not satisfied, you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the end of the work done for you, or within six months of you finding out that there was a problem. Please note that the Legal Ombudsman will not normally accept complaints which relate to matters prior to 5 October 2010. For further information you should contact the Legal Ombudsman on 0300 555 0333 or at www.legalombudsman.org.uk/
- The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behaviour. You can raise your concerns at any time directly with the SRA www.sra.org.uk/consumers/problems/ The SRA’s contact details are (postal address) The Cube, 199 Wharfside Street, Birmingham, B1 1RN, (contact number) 0370 606 2555, (email address) email@example.com
- If we have to change any of the timescales above, we will let you know and explain why.
- The Client Care Partner will log the progress of all substantive complaints reported to them.
- We will deal with complaints promptly, fairly and free of charge.