Complaints Handling Procedure
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 one of the people in our firm responsible for complaints handling: Paul Tubb or Kathryn Hicklin, both are Partners and Senior Solicitors, on 01530 510666 or by email: firstname.lastname@example.org or email@example.com or by post to Mander Cruickshank Solicitors, 101-105 Belvoir Road, Coalville, LE67 3PH.
We are committed to high quality legal advice and client care and are keen to resolve any concerns as soon as possible and in order to do this, will follow our complaints handling procedure.
Our complaints procedure is as follows:
If they have not already done so, we ask our clients to let us know the full nature of the problem.
Our Complaints Handling Representative will write to the client acknowledging receipt of their complaint within five working days.
Our complaints Handling Representative shall then investigate the matter by reviewing the matter file and speaking to the member(s) of staff concerned.
Once the investigation has been completed, our Complaints Handling Representative shall provide a written response within 28 days of sending the acknowledgement letter.
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 again and he/she will arrange for another Partner or another senior member of staff who is unconnected with the matter to review the decision. He/She will write to the client within fourteen 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 Five: Other avenues
Clients must always try complaining 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.
Whilst we try to resolve complaints much more quickly, we are actually 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 usually be made within six months of the client having received a final written response from us about their complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which the client is complaining occurring; or within one year from when the client should have known about or become aware that there were grounds for complaint. The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.
For further information, please contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ.
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:
For further information about our complaints handling procedures, please do not hesitate to contact Paul Tubb or Kathryn Hicklin on 01530 510666 or via email: firstname.lastname@example.org or email@example.com or by post to Mander Cruickshank Solicitors, 101-105 Belvoir Road, Coalville, LE67 3PH.
- These procedures were amended on 14 January 2023 to change the steps and timeframes by which our complaints handling procedures operate. All complaints received after 14th January 2023 will be dealt with under these new procedures.
- These procedures were amended on 1 March 2023 to change the time a client has to make a complaint to the Legal Ombudsman from receipt of final written response under the complaints handling procedure.
- These procedures were amended on 6 Nov 2023 to correct an error in the wording of the paragraph re making a complaint to the Legal Ombudsman.