Our complaints policy
We are 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.
A complaint is any dissatisfaction concerning our service that has been communicated to a Full Stop Law team member.
Our complaints procedure
If you have a complaint, contact us with the details.
What will happen next?
- We will send you a letter acknowledging your complaint and ask you to confirm or explain the details set out. We will also let you know the name
of the person who will be dealing with your complaint. You can expect to receive our letter within two days of us receiving your complaint.
- We will record your complaint in our central register and open a separate file for your complaint. We will do this within a day of receiving your complaint.
- We will then start to investigate your complaint. This will normally involve the following steps.
• We will pass your complaint to Victoria Cannon our Client Care manager, within 1 day of receipt.
• She will ask the member of staff who acted for you to reply to your complaint within five days.
• She will then examine their reply and the information in your complaint file and, if necessary, she may also speak to them. This will take up to three days from receiving their reply and the file.
- Ms Cannon will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within three days.
- Within two days of the meeting, Ms Cannon will write to you to confirm what took place and any solutions she has agreed with you.
- If you do not want a meeting or it is not possible, Ms Cannon will send you a detailed reply to your complaint. This will include her suggestions for
resolving the matter. She will do this within five days of completing the investigation.
- At this stage, if you are still not satisfied you should contact us again. We will then arrange to review our decision. This will happen in one of the following ways:
• Another senior member of the firm will review Ms Cannon’s decision within ten days.
• We will invite you to agree to independent mediation within five days. We will let you know how long this process will take.
- We will let you know the result of the review within five days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons. We will also provide you again with the contact details for The Legal Ombudsman. If you are still not satisfied, you can contact them about your complaint.
Please note that you must raise your complaint with the Legal Ombudsman within 6 months of our final written response and within six years of the act or omission about which you are complaining (or if outside of this period, within three years of when you should reasonably have been aware of it). Failure to do so may mean that the Legal Ombudsman cannot investigate your claim.
For the avoidance of doubt, you can contact the Legal Ombudsman by post at PO Box 6806, Wolverhampton WV1 9WJ, by phone on 0300 555 0333 – mini: 0300 555 1777 or by email to firstname.lastname@example.org (the website is at www.legalombudsman.ork.uk)
If we have to change any of the timescales above, we will let you know and explain why.
Further, The Solicitors Regulation Authority can help if you are concerned about our 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.
You can contact The Solicitors Regulation Authority by phone on 0370 606 2555 or by visiting their website at www.sra.org
Correct as at 04.12.20