Information for Our Clients
Belmores is committed to providing a high quality legal service to all our clients. When something goes wrong, or appears to go wrong, we need you to tell us about it. This will help us to improve our standards. We aim to:
Routine Questions and Concerns
We hope that you will be able to discuss any routine questions and concerns with the solicitor or caseworker who has been dealing with your matter. In order to try and prevent any dissatisfaction you may have developing into a formal complaint, the solicitor or caseworker will respond to you in a professional and courteous manner and will take all reasonable steps to address any problems and put things right.
If the solicitor or caseworker is not able to resolve your concerns promptly and to your complete satisfaction, or if you prefer to speak to somebody more senior, you should complain.
What is a Complaint?
A complaint is an expression of dissatisfaction about the way in which we have carried out, or failed to carry out our work, which requires a response.
How to Complain
Formal complaints should be directed to Dave Foulkes, a solicitor, supervisor and director, preferably in writing. Contact details are as follows:
40 Crown Road, Norwich, NR1 3DX
If your complaint is about work carried out by Dave Foulkes, the complaint will be investigated by Simon Nicholls who is also a solicitor, supervisor and director. Contact details are as follows:
40 Crown Road, Norwich, NR1 3DX
Acknowledgement of your Complaint
Investigating your Complaint
In order to investigate your complaint Dave Foulkes (or Simon Nicholls if your complaint is about Dave Foulkes) will:
Responding to your Complaint
If a meeting takes place, Dave Foulkes (or Simon Nicholls if your complaint is about Dave Foulkes) will write to you within 5 working days to confirm what took place and any solutions he has agreed with you.
If a meeting is not considered appropriate, we will explain why we do not believe that a meeting is necessary. In these circumstances, we will send you a written response to your complaint, normally within 21 days of acknowledgement.
In our written response we will:
Making a complaint will not affect how we handle your case.
The Legal Ombudsman
We aim to resolve every complaint amicably through our complaints procedure. In the unlikely event that we are unable to resolve your complaint, you are entitled to refer the matter to the Legal Ombudsman by letter to PO Box 6806, Wolverhampton, WV1 9WJ, by phone 0300 555 0333 or by email firstname.lastname@example.org. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your case. Any complaint to the Legal Ombudsman must usually be made within six months of you receiving a final response from us or within six years from the date of the act/omission or three years from when you should have known about the complaint. The Legal Ombudsman will not accept complaints where the act or date of awareness goes beyond 6th October 2010.
If your complaint concerns our bill then you may also have a right to object to the bill by applying to the Court for an assessment of the bill under Part 111 of the Solicitors Act 1974. If we have to change any of the timescales above, we will let you know and explain why. You will not incur any fees for the time spent in dealing with your complaint.
Solicitors Regulation Authority
We are regulated by the Solicitors Regulation Authority (SRA).
If you are unhappy with our behaviour the SRA can help. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the SRA.
Our Quality Commitment
At Belmores we are committed to continuous improvement. Complaints are important to us because we can learn from them and take action to improve our service to you.
All complaints are recorded centrally and monitored by our directors.
If you need more information about any aspect of our complaints policy and procedure or help to make a complaint, please ask.