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Complaints Procedure

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.

Service complaints

We will always try and resolve any issues with you directly as they are raised. However, if you have a complaint, which you have not been able to resolve with the person within the firm who is responsible for the day to day conduct of the matter, you can raise it with our Complaints Partner by writing to Cheryl Glynn-Baker, postal address: 45 Castle Street, Salisbury, SP1 3SS, by email at cheryl.glynn-baker@parkerbullen.com or by telephone on 01722 412000. Where you make a telephone complaint, we will ask that you follow up your complaint in writing, or we will summarise the complaint to you in writing to ensure that we have fully understood your concerns.

Data Protection complaints

Data Protection complaints should be raised with our Data Protection Officer by writing to Giles Bevan-Thomas, postal address: 8 Newbury Street, Andover, SP10 1DW, by email at gbt@parkerbullen.com or by telephone 01264 400500. Where you make a telephone complaint, we will ask that you follow up your complaint in writing, or we will summarise the complaint to you in writing to ensure that we have fully understood your concerns.

Insurance Distribution Activity Complaints

Insurance Distribution Activity Complaints (mis-selling; insurance policy; broker advice; claims handling) should be raised with our Insurance Distribution Officer by writing to Tom Bessant, postal address: 45 Castle Street, Salisbury, SP1 3SS, by email at tom.bessant@parkerbullen.com or by telephone on 01722 412000. Where you make a telephone complaint, we will ask that you follow up your complaint in writing, or we will summarise the complaint to you in writing to ensure that we have fully understood your concerns.

What will happen next?

1. We will send you an email or a letter acknowledging receipt of your complaint normally within three days of receiving it, enclosing a copy of this procedure for ease of reference.

2. We will then investigate your complaint. This will normally involve our appointed Complaints Officer as recorded above (or another representative of the Firm deputising for them), reviewing your matter file and speaking to the member of staff who acted for you, alongside any other parties involved in the matter.

3. The Complaints Partner (or another representative of the Firm deputising for them) may want to discuss the issues with you and hopefully resolve your complaint. In this case, the Complaints Officer will invite you to a meeting within 14 days of sending you the acknowledgement letter. A meeting is not always required, so in instances where we do not make contact within the 14 days, it is likely that a meeting is not necessary.

4. Within seven days of the meeting, the Complaints Officer will write to you to confirm what took place at the meeting and any solutions agreed with you.

5. If the Complaints Officer does not think a meeting is necessary or it is not possible, the Complaints Officer will send you a detailed written reply to your complaint, including the suggestions for resolving the matter, within 28 days of sending you the acknowledgement email or letter.

6. If we have to change any of the timescales above, we will let you know and explain why.

7. If your complaint is upheld, possible remedies may include an apology, part or full refund of costs, offering to complete the matter without charge, or any combination of the above.

8. If you are not satisfied with our response, or we have been unable to resolve your concerns within 8 weeks of your initial complaint, you can refer your complaint to the Legal Ombudsman.

Service Complaints

Within 8 weeks of your initial complaint date, you can refer to your complaint to the Legal Ombudsman.

You may contact the Legal Ombudsman:

The time limit for referring a complaint to the Legal Ombudsman will be no later than:

  • Within six months of receiving a final written complaint response from us
  • One year from the date of the act or omission being complained about; or
  • One year from the date when the complainant should have realised that there was cause for complaint.

For further information on making a complaint please refer to the Legal Ombudsman website at www.legalombudsman.org.uk.

Data Protection Complaints

You may raise your complaint with the Information Commissioners Office (ICO) at any point in time; however, the ICO will, in most cases, recommend that you first raise your complaint with us.

You may contact the ICO:

Insurance Distribution Activity Complaints

You may raise a complaint with the Legal Ombudsman detailed below.

10. If your complaint is about your bill, you may have the right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. If you wish to take advantage of this procedure you should be aware that strict time limits apply and the Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for an assessment.

11. Alternative complaint bodies exist (such as Pro Mediate UK) which are competent to deal with complaints about legal services should both you and the Firm wish to use such a scheme. We do not agree to use such a scheme due to the existence of the Legal Ombudsman.

12. The Legal Ombudsman deals with service issues. If you are concerned about our conduct or behaviour rather than our service, your complaint should be addressed to the Solicitors Regulation Authority.

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.