Here at Adam Bernard Solicitors, we are committed to providing an excellent standard of service to our clients. We value feedback from clients greatly because it helps us to continually improve our service. If you do not feel that you are receiving excellent client service, or that something could be improved, please do tell us about it. If we have fallen short of the high standards we have set for ourselves then we would like the opportunity to put things right.
You can give feedback directly to the lawyer dealing with your matter or otherwise the individual named within your client care documentation who has the overall conduct of your matter. However, if the lawyer dealing or their supervisor cannot resolve your concern informally, or if the issue is of such a serious or sensitive nature that you do not feel comfortable raising it with them, please feel welcome to raise your concerns with our Complaints Handler
In the first instance, you should contact the lawyer responsible of the matter in question or your case supervisor (as named within your client care letter). If your discussions with your lawyer/supervisor do not resolve the matter satisfactorily, you should put your complaint in writing to our dedicated complaints mailbox or by way of post.
If the lawyer responsible for your matter or your case supervision (as named within your client care letter is unable to resolve your complaint or you otherwise deem your complaint to urgent or inappropriate to raise with us, you may contact our Complaints Handler. In order for us to investigate and provide a thorough response to your concerns, we will need to form a good understanding of the issues. We would welcome hearing from you by email or by post with a brief explanation of:
complaints@adambernards.co.uk
FAO: The Complaints Handler/Manager
Adam Bernard Solicitors
25 Barking Road
East Ham
E6 1PW
If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman. Time limits apply to the service, so if you do wish to refer your complaint to the Legal Ombudsman;
No more than one year from the date of the act or omission being complained about; or
No more than one year from the date when you should have realised that there was cause for complaint; and
Within six months of receiving a final response to your complaint from the firm.
You can contact the Legal Ombudsman, or find further information about who can use their service and when, via https://www.legalombudsman.org.uk or the LeO can be contacted by telephone (0300 555 0333 between 10am to 4pm). by email at enquiries@legalombudsman.org.uk or by post (The Legal Ombudsman, PO Box 6167, Slough, SL1 0EH).
Stage 1: | You must raise the complaint with your lawyer / the person with the overall conduct of your matter. | Within 6 months of the end of your matter or otherwise, within 6 months of you becoming aware of the circumstances that your complaint is about: |
Stage 2: | You raise your complaint with the firm’s Complaints Handler. | After stage 1 (unless you feel that the matter is sensitive or that it must be bought to the firm’s immediate attention) |
| We will formally acknowledge your complaint. | Within 7 working days. |
We will investigate your complaint; this may include inviting you for a meeting or otherwise requesting further evidence from you. |
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We will provide you with a final response to the issues you have raised. | Usually within 8 weeks of your complaint being received by us although we may require further time to investigate should the issues raised be unclear. | |
Stage 3: | If you are unsatisfied with our final response, you may raise your complaint with the Legal Ombudsman. | Usually within 6 months of our final response to you. |