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Complaints Procedure

Complaints Procedure

Sullivans Solicitors is 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.

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. Our contact details are as follows: Gerry Sullivan, Sullivans Solicitors, Albany Chambers, 26 Bridge Road East, Welwyn Garden City, Hertfordshire, AL7 1HL or general@sullivansltd.co.uk.

What will happen next?

We will send you a letter acknowledging receipt of your complaint within five days of your raising your concerns, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Director, Gerry Sullivan, who will review your matter file and speak to the member of staff who acted for you.

Gerry Sullivan will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

Within three days of the meeting, Gerry Sullivan will write to you to confirm what took place and any solutions he has agreed with you.

If you do not want a meeting or it is not possible, Gerry Sullivan will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments.

We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If you are not satisfied within 8 weeks following the making of a complaint, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ, by sending an email to enquiries@legalombudsman.org.uk or by telephoning 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk. You may also contact the SRA using the link on our homepage.

If your complaint has not been resolved to your satisfaction within 8 weeks following the making of a complaint we will also inform you, in writing, if our complaints procedure has been exhausted:

  1. that we cannot settle the complaint;
  2. of the name and website address of an alternative dispute resolution (ADR) approved body which would be competent to deal with the complaint; and
  3. whether we agree to use the scheme operated by that body.

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