COMPLIANCE INFORMATION

Complaints Policy

We always strive to offer the best possible service to our clients, and pride ourselves on our legal knowledge, approachability, and commitment to excellence. If, for whatever reason, you are dissatisfied with our service or feel that we could improve in certain areas, please contact us. Because client feedback is so important to us, we will make a donation to Veterans in Action for each comment we receive. Should you wish to make a complaint, please follow the steps below.

Initial Complaint

If at any point you become unhappy or concerned about the level of service provided, then you should inform us immediately so we can do our best to resolve the problem. In the first instance, it may be helpful to contact the person working on your case to discuss the situation.

You can also contact us by post to our office address, 3D Solicitors, Queen’s Chambers, 5 John Dalton Street Manchester M2 6ET, or via email at daniel@3d-solicitors.com. Alternatively, call us on 0161 25097566. Making a complaint will not affect how we handle your case.

What Happens Next?

We will send you a letter acknowledging receipt of your complaint within three days, alongside a copy of this procedure for your records. We will then investigate your issue, which normally involves passing your complaint on to our Client Care Partner/Director, Daniel Berke, who will review it and speak to the member of staff who acted for you.

The next step will be to invite you into a meeting to discuss and hopefully resolve your issue. This usually happens within 14 days of sending you the acknowledgement letter. Within three days of this meeting, we will write to confirm what took place and outline any solutions agreed with you. If you do not want a meeting, or it is not possible, you will be issued with a detailed written reply to your complaint within 21 days of sending the acknowledgement letter.

Should you still not be satisfied at this stage, you can contact us again and we will arrange for another Partner within the firm to review the decision. Following this, we will write to you within 14 days confirming our final position on your complaint and explaining our reasons.

The Legal Ombudsman

While we would hope that this does not become necessary and we can resolve the matter between ourselves, should you remain unsatisfied with our handling of your complaint, you can ask the Legal Ombudsman to review it. Contact details are as follows:

Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission you are dissatisfied about, or within one year of you realising there was a concern. You must also refer your issue to the Legal Ombudsman within six months of our final response to you. If we have to change any of the above timescales for whatever reason, we will inform you and explain why.

Complaints About Your Bill

The above complaints procedure also applies if you have issues relating to your bill. There may be a right to object to the bill by applying to the court for an assessment under Part III of the Solicitors Act 1974. Please be aware that if the court decides in favour of a firm and part, or all of, the bill remains unpaid, the firm may be entitled to charge interest.

Raising Concerns with our Regulator

The Solicitors Regulation Authority (SRA) can help you if you are concerned with our behaviour. This could be for things such as dishonesty, taking or losing your money, or treating you unfairly due to your age, disability, or other characteristics. Information about raising concerns with the SRA can be found at www.sra.org.uk/consumers/problems/report-solicitor.