{"id":1771,"date":"2021-08-31T16:07:38","date_gmt":"2021-08-31T16:07:38","guid":{"rendered":"https:\/\/odonnellsolicitors.co.uk\/?page_id=1771"},"modified":"2024-02-01T13:45:17","modified_gmt":"2024-02-01T13:45:17","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/odonnellsolicitors.co.uk\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"\t\t
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Complaints Procedure<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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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 deal with all complaints fairly, promptly and at no extra cost to you.<\/p>

WHAT IS A COMPLAINT?<\/strong><\/p>

A report by a client that their expectations of what they consider to be a good service have not been met. You can also make a complaint about your Bill using the firm\u2019s complaints procedure.<\/p>

MAKING A COMPLAINT<\/strong><\/p>

You can register a complaint with Rebecca O\u2019Donnell, via email at rebecca@odonnellsolicitors.co.uk<\/a> or by post at O\u2019Donnell Solicitors, 44 High Street, Uppermill, Saddleworth OL3 6HA.<\/p>

In the first instance, we\u2019d prefer if you write to us with full details of your complaint so that we have a good understanding of the issues being highlighted.<\/p>

INVESTIGATING THE COMPLAINT<\/strong><\/p>

  1. We will acknowledge the complaint within seven days which allows for any postal delays and notify you who will be handling your complaint.<\/li>
  2. We will record your complaint in our central register and open a file for your complaint. We will conduct a full investigation and an independent review of the matter.<\/li>
  3. We aim to respond in full within 28 days. However, if the complaint is of a more complex nature we will require more time but we will let you know when you will receive a full response. We may also invite you to meet with the Supervisor to gather more information and resolve the matter.<\/li>
  4. We will reply to you, usually in writing to tell you of our views on the complaint and how we propose to resolve it, hopefully to your satisfaction \u2013 including appropriate redress \u2013 this could include a reduction in fees if appropriate, compensation or a gesture of goodwill.<\/li>
  5. If you remain dissatisfied with the outcome, or the way the complaint has been handled, you may write to Anthony Jones, Director \u2013 at O\u2019Donnell Solicitors, Applebys Business Centre, 3 Mossley Road, Grasscroft, Oldham OL4 4HH or by email anthony@odonnellsolicitors.co.uk<\/a><\/li>
  6. Anthony Jones would generally aim to conclude his investigations and write to you with his findings within 28 days. Anthony Jones will inform you of the conclusions and any alternative proposals to resolve the complaint.<\/li>
  7. If still unresolved at this stage, you may take the complaint to the Legal Ombudsman. We will issue a final letter advising you of this.<\/li><\/ol>

    LEGAL OMBUDSMAN<\/strong><\/p>

    The Legal Ombudsman is the independent body established by the Office for Legal Complaints under the Legal Services Act 2007 to deal with complaints against Solicitors.<\/p>

    The Legal Ombudsman may:<\/p>