1. Advokatai Ltd has very high standards which we are determined to maintain. Any complaint will be fully investigated free of charge. At the conclusion of any internal complaints handling procedure you also have the right to complain to the Legal Ombudsman, full details of this, their address and our complaints procedure is set out below.
2 How do I make a complaint?
2.1 You can contact us in writing by letter, email or by speaking with our complaints handling solicitor whose contact details are: Carol Gill, Director and Compliance Officer for Legal Practice. Carol can be contacted by email on firstname.lastname@example.org or by telephone on 01618503005.
2.2 To help us to understand your complaint, and in order that we do not miss anything, please tell us:
2.2.1 your full name and contact details
2.2.2 what you think we have got wrong
2.2.3 what you hope to achieve as a result of your complaint, and
2.2.4 your file reference number (if you have it)
2.3 If you require any help in making your complaint we will try to help you.
3 How will you deal with my complaint?
3.1 We will record your complaint.
3.2 We will write to you within three working days acknowledging your complaint, enclosing a copy of this policy.
3.3 We will investigate your complaint. This will usually involve:
3.3.1 reviewing your complaint
3.3.2 reviewing your file(s) and other relevant documents, and
3.3.3 speaking with the person who dealt with your matter
3.4 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
3.5 We will update you on the progress of your complaint at appropriate times.
3.6 We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
3.7 We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.
4 What if I am not satisfied with the outcome?
4.1 If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.
4.2 If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You have the right to complain to the Legal Ombudsman, an independent complaints body that deals with legal service complaints. You can contact the Legal Ombudsman:
4.2.1 by post at PO Box 6806, Wolverhampton, WV1 9WJ
4.2.2 by telephone: 0300 555 0333, or
4.2.3 by email: email@example.com
4.3 You must usually refer your complaint to the Legal Ombudsman within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the website: www.legalombudsman.org.uk.
4.4 Alternative complaints bodies such as Ombudsman Services - www.ombudsman-services.org or ProMediate - www.promediate.co.uk or Small Claims Mediation- www.small-claims-mediation.co.uk exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We have, however, chosen not to adopt an ADR process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman.
4.5 If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to a certified alternative dispute resolution (ADR) provider in the UK via the EU ‘ODR platform’.
4.5.1 The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, ie where you have instructed us for purposes outside your trade, business, craft or profession.
4.5.2 The website address for the ODR platform is: http://ec.europa.eu/odr.
5 What will it cost?
5.1 We will not charge you for handling your complaint.
5.2 If your complaint relates solely to our fees and expenses you can also apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. Please note however, that the Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill.
5.3 Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
5.4 The Legal Ombudsman service is free of charge.
5.5 The ODR platform itself is free to use, but the ADR entity to which the complaint is transmitted may charge for its service. The ADR entity is responsible for informing all parties of the cost of its dispute resolution procedure.