Complaints:
Here at England & Co, we aim to offer all our clients the best possible service. We give clients the opportunity to give us feedback through our client surveys provided at the closing of a matter, but also welcome compliments, complaints, and suggestions throughout the process of us dealing with your matter.
There may be a time when a client wishes to make a formal complaint. Below is the England & Co complaints procedure.
Complaints Procedure:
All complaints will be handled promptly, fairly and free of charge. Making a complaint will not affect how we handle your matter.
If you feel that there has been a breach of conduct, you should raise this with the Solicitors Regulation Authority (SRA). The SRA can help in instances where you are concerned about our behaviour. This may be for things like dishonesty, the mishandling of client money, or if you feel you have been treated unfairly because of your age, disability or other characteristic.
The Solicitors Regulation Authority can be contacted via the following:
Telephone:
0370 606 2555
Website:
https://www.sra.org.uk/consumers/problems/report-solicitor/
Email:
Address:
Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN
If you wish to make a formal complaint regarding the quality of the service you have received, please can this be made through one of the following means:
Telephone:
01493 844308
Address:
England & Co
7 & 8 South Quay
Great Yarmouth
Norfolk
NR30 2QN
Email:
Please include your relevant contact details, including an address for us to write to. Please note that Shannon Beare will be supervised by Managing Partner Chris Smyth.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint along with a copy of our complaints procedure within 7 days. If appropriate, we may arrange a meeting with you to have a better understanding of your complaint and the matter in general. This may be face to face or as a telephone appointment.
2. At this time, your complaint will be logged in our central register. we will begin investigating your complaint, along with the matter file. When necessary, we may also speak to the staff member who acted for your file for further understanding.
3. We would hope to be in a position to respond to you again within 21 days of you filing a complaint, when Shannon Beare will respond to your complaint, confirm their findings and include a suggestion(s) in resolving the matter.
4. At this stage if you are still not satisfied, you should contact us with a request to review within 7 days via the details above. A meeting will then be arranged with all partners of the firm, headed by managing partner Chris Smyth, to discuss the complaint and review the actions taken.
5. We will write to you within 21 days of us receiving your request. This letter will confirm our final position on your complaint and explaining our reasons for this.
What if I am unhappy with the outcome?
We would hope that we can resolve your complaint to your satisfaction. However, if you are still not satisfied with the final outcome, or we have not dealt with your complaint within 8 weeks, you are recommended to contact the Legal Ombudsman. You can contact them via the details below:
Telephone:
0300 555 0333
Website:
https://www.legalombudsman.org.uk
Address:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Any complaint made to the Legal Ombudsman must usually be made within reasonable time of the matter closing or within reasonable time of you lodging a complaint with England & Co. Any complaint made to the Legal Ombudsman is at your own discretion.
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