GNR Solicitors Ltd Complaint Handling Policy  

1.PURPOSE 

1.1 We are committed to providing a high-quality legal service. To this effect we have in place this client complaint handling policy.

1.2 If for any reason you are not happy with the service or billing, you should inform us. 

2. COMPLAINT PROCESS

2.1 You can contact us in writing by emailing us at info@gnrsolicitors.co.uk. You should provide your full name, contact details, file reference number and details about your concerns. 

2.2 We will acknowledge receipt of your complaint and provide you with a copy of this Policy within two working days by writing. This will be followed by an investigation which we aim to complete within 28 days of acknowledging receipt of your complaint. The investigation will involve reviewing your complaint, reviewing your file and all relevant documents. We may also request you for further information and ask you to provide this within a specific period. We will update you on the progress of your complaint at appropriate times. 

2.3 We will not charge you for handling your complaint.

3. IF YOU ARE NOT SATISFIED WITH THE OUTCOME

3.1 If you are still unhappy with the outcome of our complaints handling procedure please let us know your concerns and we will review the matter again. If you prefer, you can refer the matter directly to the Legal Ombudsman.

3.2 You can ask the Legal Ombudsman to investigate your complaint. You must refer your complaint to the Legal Ombudsman. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. You should contact the Legal Ombudsman to see if they are able to investigate your complaint, depending on whether the complaint meets their criteria. They can be contacted as follows: 

Website: www.legalombudsman.org.uk

Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Telephone: 0300 555 0333 (between 9;00AM to 17:00PM)

Email: enquiries@legalombudsman.org.uk

3.3 The Legal Ombudsman Service is free of charge. 

3.4 We have chosen not to adopt an Alternative Dispute Resolution Process (ADR) process. You can however lodge a complaint with our regulator, the Solicitors Regulation Authority http://www.sra.org.uk. 

3.5 If you have any questions regarding this Policy or require further support about the process, please do not hesitate to contact us by email: info@gnrsolicitors.co.uk

Effective from 01 April 2023