Complaints Handling Procedure

We are committed to providing a high-quality service to all our clients, but if something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, you should raise the matter in the first instance with the solicitor responsible for your matter who will endeavour to resolve your concerns quickly. If you remain dissatisfied, the person with overall responsibility for dealing with complaints is Andrew Kormornick, Head of Compliance at A S Matthews Limited. It will help us at this stage if you set out your concerns in writing.

1. Within five working days of receiving your written complaint addressed to Andrew Kormornick, we will send you a written acknowledgement.
2. We will then investigate your complaint. This will normally involve reviewing your matter and discussing your concerns with the solicitor who acted for you.
3. Our aim is to respond fully in writing to the concerns you have raised within 14 working days of receipt of your written complaint. The response will usually be prepared by Andrew Kormornick.
4. We will always try our best to resolve any outstanding issues with you and if it is thought appropriate, we will suggest a meeting with this in mind.
5. If following your receipt of the response from Andrew Kormornick you are still not satisfied, you will be able to make a complaint to the Legal Ombudsman provided you do so within six months of the end of our internal complaints procedure.
6. Any complaint to the Legal Ombudsman must usually be made within 6 years from the date of the problem which brought about your complaint, or within 3 years of the date you should reasonably have known there was cause for complaint. In addition, only individuals and certain small companies, trusts and charities are eligible to make complaints to that office.  For further information, please contact the Legal Ombudsman using the details below.
7. Ordinarily the Legal Ombudsman will not accept a complaint unless the complainant has first used the firm’s internal complaints procedure, but a complainant can use the Legal Ombudsman if:-
   1. The complaint has not been resolved to the complainant’s satisfaction within 8 weeks of first making the complaint to the firm; or
   2. an Ombudsman considers that there are exceptional reasons to consider the complaint sooner or without it having been made to the firm first; or
   3. where an Ombudsman considers that in-house resolution is not possible due to irretrievable breakdown in the relationship between the firm and the complainant.
8. You should also be aware that, when your complaint relates to a bill, the Legal Ombudsman will not consider your complaint whilst your bill is being assessed by a court.
9. Legal Ombudsman Contact Details:
   1. Address: PO Box 6806, Wolverhampton, WV1 9WJ
   2. Telephone: 0300 555 0333
   3. Email: enquiries@legalombudsman.org.uk
   4. Website: legalombudsman.org.uk
10. If we have to change any of the timescales set out above, we will let you know and explain why.
11. Alternative complaints bodies exist which are competent to deal with complaints about legal services in circumstances where both you and A S Matthews Limited agree to use such a scheme. Details of these bodies can be found at the European Commission’s online dispute resolution website: http://ec.europa.eu/odr.  However, in our experience the Legal Ombudsman’s scheme is the most suitable body to deal with any concerns of yours which we are unable to resolve.

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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.