Proctor & Hobbs Limited 

Complaints Handling Procedure 

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. We are sorry that you have to take this step in making a complaint. We are committed in dealing with your complaint and to reach a satisfactory conclusion.

Our complaints procedure 

If you have a complaint, contact us with the details.

We would ask that you attempt to resolve your matter with the person dealing with your matter however if you would prefer not to deal this person then the person with overall responsibility for complaints handling is Mr Alan Stirling Bridger, a Partner for the Firm. However, Alan Stirling Bridger is able to delegate this role to another member of staff who will have equal position in this firm. This rarely happens and if it does, we will notify you of the relevant person’s details.  

1. We will send you a letter acknowledging your complaint and asking you to confirm 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 seven working days of us receiving your complaint.
2. We will record your complaint in our central register and open a separate file for your complaint.
3. We will then investigate your complaint. This will normally involve passing your complaint to our Client Care partner/member, Alan Stirling Bridger, who will review your matter file and speak to the member of staff who acted for you.
4. Alan Stirling Bridger will then invite you to a meeting and discuss and hopefully resolve your complaint. He will do this within 21 days of sending you the acknowledgement letter.
5. Within three days of the meeting Mr Alan Stirling Bridger will write to you to confirm what took place and any solutions he has agreed with you.
6. If you do not want a meeting or it is not possible, Alan Stirling Bridger will send you a detailed reply to your complaint, including his suggestions for resolving the matter. He will do this within 28 days of sending you the acknowledgement letter.
7. At this stage, if you are still not satisfied you can contact us again and we will arrange for another partner or someone unconnected with the matter at the Firm to review the file and conclude his/her own decision. (We may ask our local Law Society or another local Firm of Solicitors to review your complaint. If so, we will let you know how long this process will take).
8. We may ask if you will agree to independent mediation. If so, we will let you know how long this process will take.
9. We will write to you with the result of the review within 14 days of receiving your request, confirming our final position on your complaint and explaining our reasons.
10. If you are still not satisfied, you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or email them at equiries@legalombudsman.org.uk.  

 We will ensure that your complaint is treated with confidentiality subject to our duties under the Solicitors Code of Conduct as required by our regulating body, the SRA.  

Solicitors Regulation Authority (SRA)

If you are concerned that our behaviour has been inappropriate in some way, or is in breach of the principles or outcomes provided for in the SRA’s Standards and Regulations, the SRA may be able to help.

Visit www.SRA.org to see how you can raise your concerns with the SRA or call them on 0870 606 2555.

Cost

We will not charge you for handling your complaint.