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Humphries Kirk LLP Client Complaints Handling Procedure

Humphries Kirk LLP Client Complaints Handling Procedure

We recognise that sometimes we get things wrong and so we operate our own internal complaints handling procedure as follows:

If you have a concern then you should explain it to the Fee Earner dealing with the matter. However if it is not satisfactorily resolved then a complaint should be made to the Department Head in writing. A letter or Email headed “COMPLAINT” will automatically be forwarded to the Head of Department.

The complaint will be acknowledged in writing within 7 days of receipt by the Head of Department. If the complaint is about the Head of Department then his/her deputy will address it instead, but if for any reason the deputy should not the complaint will go straight to the firm’s Claims and Complaints Partner.

The Head of Department will investigate the complaint (by reading it and obtaining any clarification he needs from you, obtaining the file and hearing what the Fee Earner has to say about the complaint). The Head of Department will then try to have a meeting with you (by telephone if that is more convenient for you). After this meeting he/she will write to you stating:

3.1 – What the complaint is about

3.2 – Whether he/she finds that the complaint is proved

3.3 – Whether he/she considers that a remedy (including re-assignment of the file, financial remedy and/or an apology) should be offered and if so what it should be

If you are satisfied by the Report then the matter will rest there. If you are not satisfied then you may refer the matter within 28 days to the Claims and Complaints Partner of Humphries Kirk LLP who will review the Report and may also offer to have a further meeting with you. He will then issue his own report.

We aim to address complaints within 28 days of the complaint being acknowledged by us. However, this will depend on the nature of the complaint and the amount of paperwork which is required to be considered. All complaints are logged by us. Contact details for the Claims and Complaints Partner are as follows:

Claims and Complaints Partner

Humphries Kirk LLP

Glebe House

North Street

Wareham

BH20 4AN

Telephone: 01929 552141

 

If you remain dissatisfied following the decision of the Claims and Complaints Partner then you may (if you are an individual client or an SME) take the matter to the Legal Ombudsman.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve their complaint with us first. You must take your complaint to the Legal Ombudsman:

7.1 Within 8 weeks of receiving a final response to your complaint, and

7.2 No more than six months from the date of act/omission; or

7.3 No more than six months from when you should reasonably have known there was cause for complaint; or

7.4  Within 6 months of our decision by the Claims and Complaints Partner.

Contact details for the Legal Ombudsman are as follows:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Telephone: 0300 555 0333
E-mail: enquiries@legalombudsman.org.uk

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