We are committed to providing high quality legal advice and outstanding client care, and we therefore hope that you will have no complaint. However, if you are unhappy about any aspect of our service, we want to deal with your concerns promptly and efficiently and will do so in accordance with this complaints procedure.
Notifying us of your complaint
It is generally accepted that most complaints result from a simple misunderstanding. We would therefore always encourage you to raise any concerns you have about the service you have received informally with Ceri Bater (“the Complaints Manager”) if, and when, they arise. It is hoped that this will enable us to resolve any issues before they develop to formal complaints. In the event that an informal resolution has not been possible, formal complaints should be made in writing to the Complaints Manager either via e-mail ([email protected]) or by post: Bater Law Ltd, 28 Sophia House, Cathedral Road, Cardiff CF11 9LJ.
If Ceri Bater is not available or if it is more appropriate for the complaint to be dealt with by another person (for example if the complaint relates to Ceri Bater) then our Deputy Complaints Manager is John Watkins who can be contacted on [email protected] or by post: Bater Law Ltd, 28 Sophia House, Cathedral Road, Cardiff CF11 9LJ.
Dealing with your complaint
- We will acknowledge your complaint within 3 working days.
- We will not charge you for investigating or dealing with your complaint.
- We will aim to respond fully to your complaint within one calendar month of receipt. However, in cases where this is not possible, i.e. due to the complexity of the matter, we will let you know that we need more time and will advise when you can expect to receive a full response.
- We will investigate your complaint thoroughly. This will include but is not limited to: – reviewing all relevant correspondence, file notes, and documentation and where necessary asking you for further clarification regarding your complaint.
- As Bater Law Ltd is a small practice we reserve the right, at our sole discretion, to refer your complaint to an independent, legally qualified, third party for their assessment of the merits of your complaint and where relevant any suggested recommendations for resolving it. However, please note that any such independent assessment or recommendation received will be properly considered but will not be binding on the Firm. We will then contact you, usually in writing, to advise you of our views on the complaint and how we propose to resolve it.
Legal Ombudsman
If we have not resolved your complaint to your satisfaction within 8 weeks, you may complain to the Legal Ombudsman. The Legal Ombudsman is an independent body established by the Office for Legal Complaints under the Legal Services Act 2007 to deal with complaints against solicitors. More information about the service of the Legal Ombudsman can be found at www.legalombudsman.org.uk. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint, or within one year of the act or omission about which you are complaining (or alternatively one year from the date you should have reasonably been aware of it). Contact details for the Legal Ombudsman are as follows: PO Box 6167, Slough, SL1 0EH; Telephone: number 0300 555 0333, E-mail: [email protected].
Solicitors Regulation Authority
If your concern relates to our conduct you may wish to make a complaint to The Solicitors Regulation Authority. Contact details for the Solicitors Regulation Authority are as follows: SRA Report, The Cube, 199 Wharfside Street, Birmingham, B1 1RN; Telephone: 0370 606 2555; Email: [email protected].
ADR
Alternative complaints bodies such as mediators exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. An example is ProMediate, found at https://www.promediate.co.uk however Bater Watkins Brown do not agree to use this scheme as we consider the Legal Ombudsman is the most suitable for legal complaints.
Complaints about bills
You should also use this complaints procedure if you have a complaint about your bill. You also have a right to object to your bill by making a complaint to the Legal Ombudsman referred to above and / or by applying to the Court for assessment of the bill under Part III of the Solicitors Act 1974. We may however be entitled to charge interest if all or part of your bill remains unpaid.
Special Needs
If because of a special need, you require us to deal with your complaint or communicate with you in a particular way please let us know so that in as far as is practicable, this may be accommodated.
EU REGULATION NO 524/2013 ON CONSUMER ONLINE DISPUTE RESOLUTION (ODR)
If we enter into a contract with you and/or you become our client of our firm by electronic means (such as by e-mail or online) then, in addition to any rights of redress you may have through the Legal Ombudsman, you may be entitled to use an EU online dispute resolution platform to assist with any complaint or dispute you may have about our services.
This online platform can be found at:
https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage
Internal review
Any complaints received will be recorded internally and reviewed annually to determine if there are any training requirements or changes in systems and processes which are required.
Updated: 04/04/23