Complaints Policy
Please find out Complaints Policy below
COMPLAINTS POLICY – PLATINUM LAW LIMITED (TRADING AS MOORE JUSTICE)
Complaints Officers
Jeremy Moore is the firm’s Complaints Handling Officer. The firm operates a Complaints Handling Procedure which is set out below. The Complaints Handling Procedure is published on the firm’s website and should be provided to any client on request. You should refer to the Complaints Handling Procedure if you need to know:-
- What amounts to a complaint?
- What does not amount to a complaint?
- What is the position if a client is making an allegation of professional negligence?
- What are the procedures for dealing with a complaint?
- What happens if we are not able to resolve a client’s complaint?
Whilst Jeremy Moore has overall responsibility for complaints’ handling, it may be appropriate for other supervisors and senior managers to respond to clients’ complaints in certain circumstances. The best person to respond to a client’s complaint will be decided on a case by case basis
Informing Clients of Right to Complain
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.
If a complaint cannot be resolved and our complaints procedure has been exhausted and we can not settle the complaint, we may provide the client with the name and address of an alternative dispute resolution (ADR) approved body which would be competent to deal with the complaint, and indicate whether we would agree to use the scheme operated by that body.
Negligence Claims
Where Complaints Officer 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 the matter should continue to be dealt with under the 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.
Complaints Handling Procedure
Our Approach to Complains
We always want to give you the best possible service. However, we acknowledge that sometimes things can go wrong. So, if at any point you become unhappy or concerned about the service provided to you then you should inform us immediately so that we can do our best to resolve the problem for you.
We aim to deal with any complaints promptly, fairly, openly and effectively.
In the first instance it may be helpful to contact the individual who is working on your case, or their supervisor, to discuss any concerns and we will do our best to resolve any issues at this stage. However, if you would like to make a formal complaint then our full complaints handling procedure is set out below.
Our Complaints Officers & Their Roles
Your complaint will be allocated to the Complaints Officer who has responsibility for the office and the area of law that your complaint relates to. If you contact us at (complaints email address) we will be able to confirm the name of the relevant person who would be allocated to handle your complaint. In the event that your complaint relates to the person that would normally be allocated to handle your complaint, we will appoint one of our other Complaints Officers to deal with your complaint.
In performing the role, the Complaints Officer will ensure that:-
- all formal complaints are properly recorded centrally and investigated within the relevant time scales
- complaints are investigated promptly, fairly and free of charge
- appropriate redress is offered and any unsatisfactory procedures are corrected where required
- the procedure is tailored in response to the needs of our individual clients, especially those who are vulnerable.
In conducting an investigation into any complaint, the Complaints Officer will ensure that:-
- the complaint is reviewed with any staff member involved;
- the cause any problems of which the client has complained is identified
- the extent of any validity of a complaint is determined; and
- a decision is made as to how the complaint should be resolved.
Our Compliance Officer for Legal Practice (COLP) has overall responsibility for the operation of this procedure. There will be an annual review of all complaints to verify that this complaints’ procedure is working effectively and to consider whether any changes are required to our complaints’ handling procedures.
How to make a complaint
A complaint can be made by letter, telephone call, e-mail or in the course of a face-to-face conversation. However, in order to help us distinguish between any initial expression of concern that can be resolved informally, as opposed to something that you wish us to deal with as a formal complaint, we will ask you to put such a complaint in writing where possible. This will also enable us to be clear as to what the scope of the complaint is and put any concerns that you have raised to the relevant parties in the conduct of our investigation. Our preferred method is for you to contact us by email at ([email protected]). If you are not able to put your complaint in writing, this does not prevent you from making a formal complaint. However, we will seek to discuss with you and confirm that your complaint is a formal complaint to be dealt with under our complaints procedure and also to agree the scope of the complaint.
What falls under our complaints procedure?
You are entitled to make a complaint about an act or omission that relates to the services that we provide you during the conduct of your case. For example, this could relate to concerns such as:-
- Frustration with perceived lack of progress in a case;
- Concerns about delays in returning telephone calls, responding to correspondence;
- Dissatisfaction with the way a case is being handled;
- An allegation of discrimination;
However, issues of a very minor nature, for example, not returning a single non-urgent telephone call until the following day will not be recorded as a complaint – unless there is evidence of such a minor incident being part of a wider pattern.
Time Scale for Responding to Complaints
The following are our target times for dealing with various stages of the complaints process. We will endeavour to comply with these time scales when dealing with any complaint, but we will notify you if we are not able to for any reason.
Action Timescale
Acknowledge the complaint in writing and send a copy of the complaints’ procedure (if required) Within 7 days
If the complaints handling manager needs more information from you, request for you to provide further information in writing or (if necessary) over by telephone or at a meeting + 2 working days
If there has been any telephone conversation or meeting, confirm the scope of the investigation to be carried out in writing + 3 working days
Investigate the issues + 3 weeks
Review and close the complaint Within 8 weeks of receiving the complaint
What does not fall under our complaints procedure?
Sometimes a complaint is submitted which is not a complaint which relates to the services provided that can be resolved under our complaints’ procedure, but is an assertion which amounts to an
allegation of professional negligence. All our staff are required to refer any concerns which might arise to an allegation of professional negligence to the Complaints Officer, who will consider any complaints that potentially fall into this category and will decide, in conjunction with the firm’s professional indemnity insurers as to whether a response should be provided under the terms of this complaints’ procedure. If it is decided that your matter cannot be addressed under our complaints procedure, you will be advised of the need to seek independent legal advice in relation to your concerns and to submit them to us formally in a letter of claim as required by the Pre-action Protocol for Professional Negligence Claims – a copy of which can be found at https://www.justice.gov.uk/courts/procedurerules/civil/protocol/prot_neg
What to do if we cannot resolve your complaint
If we are not able to resolve your complaint, then you may refer the matter to the Legal Ombudsman. 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:
- Within six months of receiving a final response to your complaint from us; and
- No more than one year from the date of act/omission you are complaining about; or
- No more than one year from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, the contact details are:-
Website:- www.legalombudsman.org.uk
Telephone: 0300 555 0333 (between 9.00 to 16.00)
Email: [email protected]
Post: Legal Ombudsman PO Box 6167, Slough SL1 0EH
What to do if you are unhappy with our behaviour?
In addition to the complaints’ procedure outlined above, we are regulated by the Solicitors Regulation Authority and they can assist if you want to raise concerns about certain aspects of 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. The contact details for the SRA are:-
Website: https://www.sra.org.uk/
Telephone: 0370 606 2555
Email: [email protected]
Post: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Got a Question?
Please get in touch with any queries or questions
Moore Justice Solicitors is the trading name of Platinum Law Limited, authorised and regulated by the Solicitors Regulation Authority (SRA number 8001238)
Contact
t: 01525 303305
Correspondence Address
Church House
11 Church Square
Leighton Buzzard
Bedfordshire
LU7 1AE
Location
Arkwright House, Parsonage Gardens
Manchester, M3 2LF