Capper & Jones Solicitors
Your solution starts here………
Tel: 01352 752020
Fax: 01352 756967
Authorised and Regulated by Solicitors Regulation Authority
SRA Number: 00047132
VAT No: 161 2915 79
Old Bank Chambers
1 King Street
Capper & Jones considers any sign of dissatisfaction with our work to be a client complaint. In the first instance this will be discussed with clients to attempt an immediate resolution. Where issues are not rectified to the client’s satisfaction the client will be invited to issue an official complaint. The procedure set out below will be forwarded to any client requesting the same.
Capper and Jones will follow the procedure outlined below in respect of any complaints made.
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.
Our Complaints Procedure
If you have a complaint, write to us with the details.
What Will Happen Next
a) We will pass your complaint to one of the other Partners within 3 days.
b) He or she will ask the Partner who acted for you to reply to your complaint within 5 days.
c) The other Partner will then examine their reply and the information in your complaint file. If necessary, he or she may also speak to them. This will take up to 3 days from
receiving their reply and the file.
5. The Partner dealing with your complaint will then invite you to meet him or her and discuss and hopefully resolve your complaint. He or she will do this within 3 days.
6. Within 2 days of the meeting the other Partner will write to you to confirm what took place and any solutions that were agreed with you. If you do not want a meeting or if it is not possible the other Partner will send you a detailed reply to your complaint. This will include any suggestions for resolving the matter. He or she will do this within 5 days of completing the investigation.
7. At this stage, if you are still not satisfied you can write to us again. We
will then arrange to review our decision. This will happen in one of the following
a) The decision will be reviewed, if possible, by another Partner of the firm, within 10 days.
b) We will ask our local Law Society or another local firm of solicitors to review your complaint within 5 days. We will let you know how long this process will take.
c) We will invite you to agree to independent mediation within 5 days. We will let you know how long this process will take.
8. We will let you know the result of the review within 5 days of the end of the review. At this time we will write to you confirming ‘our final position on your complaint and explaining the reasons. We will also give you the name and address of the Legal Ombudsman. If you are still not satisfied you can contact them about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response to your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).
If we have to change any of the timescales above we will let you know and explain why.
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