Abraham Solicitors Complaints Handling Procedure

We are authorised and regulated by the Solicitors Regulation Authority (SRA).

We are committed to high quality legal advice and client care and aim to offer all our clients an efficient and effective service.

However, if our clients would like to discuss how the service to them could be improved, the level of their bill, or should there be any aspect of our service with which they are not satisfied, we ask them to please contact Andy Holliday on 01978 291 600 or by post at Abraham Solicitors, 53 King Street, Wrexham, Ll11 1HR or alternatively via email to andyholliday@abrahamsolicitors.co.uk

 

We are committed to high quality legal advice and client care and are keen to resolve any concerns as soon as possible and in order to do this, will follow our complaints handling procedure.

Our complaints procedure is as follows:

Step One: If they have not already done so, we ask our clients to let us know the full nature of the problem.

Step Two: Andy Holliday will write to the client acknowledging his complaint within three working days. In this letter, we shall confirm what happens next.

Step Three: Andy Holliday shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within five working days of acknowledging receipt of the complaint. If, for some reason, the matter cannot be investigated in this timeframe, then we will write to the client notifying them of this together with the reason why and giving a revised timescale. Once the investigation has been completed, Andy Holliday shall invite the client to a meeting to discuss the issue(s) they have raised and hopefully resolve the complaint. This meeting will take place within fourteen days of sending the acknowledgement letter to the client. Following the meeting, Andy Holliday shall write to the client within five working days of the meeting to confirm the discussion and the solution agreed upon.

Step Four: If the client does not want to or are unable to attend such a meeting, we will be happy to send the client a detailed, written response, including the proposed solution, within fourteen working days of sending the letter acknowledging receipt of the complaint.

Step Five: If the client is satisfied with our response in either Step three or four above, that will be the end of the matter. However, if the client is not satisfied, they will be invited to contact Andy Holliday again and he will arrange for an independent person, possibly from a different Firm of Solicitors to review the decision. He will write to the client within fourteen days of receiving the request with confirmation of the firm's final position in relation to the complaint, outlining the reasons and any final redress that is offered.

Step 6: We have eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then our clients are advised that they may ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ. Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of the client having received a final written response from us about his complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which the client is complaining occurring; or within three years from when the client should have known about or become aware that there were grounds for complaint. However, the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010. For further information, please contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk.

Further Information: For further information about our complaints handling procedures, please do not hesitate to contact Andy Holliday on 01978 291600 or andyholliday@abrahamsolicitors.co.uk or by post to 53 King Street, Wrexham, LL11 1HR