Our Complaints Procedure

Pointon & Co Solicitors Limited is committed to providing a high-quality legal service to all clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards in the future.
 
If you are unhappy about any aspect of the service you have received, or about your bill, please contact Mrs. Karen Pointon to discuss this further, on the contact details shown below. Please note that you may have a right to object to a bill by applying to the Court for an assessment of the bill under Part III of the Solicitors Act 1974.
 

If you have a complaint, you may contact us in several ways:-
 
  -  By telephoning Mrs. Karen Pointon on 01782 560706
  -  By faxing 01782 560583
  -  By emailing karen@pointonsolicitors.co.uk
  -  By writing to Mrs. Karen Pointon, Pointon & Co. Solicitors Limited, 5 Longclough Road, Newcastle under Lyme, Staffs, ST5 7SW
 

Please note that as with any other information that you provide, your complaint and the circumstances of the same will remain totally confidential unless and until your complaint reaches the Review stage (see below for details). Please also note that we are not allowed to charge you for our time when investigating your complaint.
 

WHAT WILL HAPPEN NEXT?
 
1.  We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure
 
2.  We will then investigate your complaint. This will normally involve a thorough review of your file and the background to your complaint
 
3.  We will then send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
 
4.  At this stage, if you are still not satisfied, you should contact us again and we will arrange for another local solicitor to review the decision made. This is called the Review stage.
 
5.  We will write to you within 14 days of receiving your request for a Review, to confirm our final position on your complaint and explaining the reasons for the decisions reached.
 
6.  If you are still not satisfied, you can then contact the Legal Ombudsman, who has the power to investigate the actions of solicitors of England and Wales, under the provisions of the Legal Services Act 2007.

Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final, written response from us about your complaint, or within a year of the act/omission that you are complaining about - otherwise your complaint may be out of time. This is a free and impartial service. If the Ombudsman decides that the service you have received was unsatisfactory, he/she can ask me to put it right.
 

You may contact the Legal Ombudsman in the following ways:-

  -  By telephone on 0300 555 0333
  -  By email on enquiries@legalombudsman.org.uk
  -  By sending a letter to The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ


Please note - if we have to change any of the timescales above, we will let you know and explain the reasons why in advance.


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