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Our complaints handling policy

Saunders Roberts is 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 to improve our standards.

Our complaints handling procedure

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. You are encouraged to take up any concerns in the first instance with the person mostly responsible for the work (the fee-earner) or with the person with overall responsibility for the case (the supervising partner). Should the matter not be resolved to your satisfaction, then the senior partner should be contacted. The contact details are Patrick Boyd/Peter Womersley, Saunders Roberts, 1 Crown Court Yard, Bridge Street, Evesham, Worcestershire, WR11 4RY.

What will happen next?

All concerns will be investigated and discussed with the parties concerned. Time scales for response will be appropriate to the seriousness of the complaint, but the firm’s standards will be adhered to where possible, these being five working days for an acknowledgement and 10 working days from there to investigate and respond fully. Once you have made a complaint, you will be told in writing how the complaint will be handled and within what timescales you will be given an initial and/or substantive response. We will give consideration as to how best to communicate with you if you are vulnerable or have a disability.

The action to be taken, including action to prevent the problem from recurring, will be agreed with those involved so that an amicable solution can be found. In dealing with expressions of dissatisfaction (formal or otherwise), consideration will be given to:

Appropriate Redress

As a compensatory / goodwill measure for you.

Remedial Action

Where the problem is not already beyond correcting.

Improvement Action and Risk Management

To look at the root cause of the problem and implement changes to reduce the likelihood of the problem from recurring (such as process improvement or training).

If after the conclusion of the process including any review the matter cannot be resolved to your satisfaction, you will have the right to complain to the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.

If we have to change any of the timescales above, we will let you know and explain why.

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