Complaints Procedure

Barnard & Webb Employment Law and HR Experts

Barnard & Webb Solicitors (“the Firm”) is 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 the solicitor dealing with your matter 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, you can make a formal complaint in any of the following ways:-

·      in writing to a Partner either via e-mail (peggy@barnardwebb.co.uk) or jacqueline@barnardwebb.co.uk) or by post;

·      via telephone (01442 773460);

·      text messaging / messaging apps;

·      in person;

·      via video conference.

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.

         Dealing with your complaint will not in any way negatively impact on the status and handling any ongoing matter.

       We will aim to respond fully to your complaint as soon as possible, but in any event no later than within eight weeks of receipt.

        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.

         We will then contact you, usually in writing (unless any other format is requested), to advise you of our views on the complaint and how we propose to resolve it.

Reasonable Adjustments

If you require any reasonable adjustments in relation to submitting your complaint, or in the way we handle your complaint, please let us know. This may include but is not limited to:-

·       Providing alternative formats of materials (e.g., large print, braille, easy-read versions).

·       Considering use of translation or interpreter services for clients with language barriers.

·       Avoiding legal jargon and using plain English.

·       Summarising key points at the start of any response letter.

·       Using bullet points and short paragraphs to improve readability.

·       Offering a third-party representative option (e.g., a family member, advocate, or support worker).

·       Ensuring complaints can be made informally in the first instance to remove unnecessary barriers.

·       Allowing extended deadlines for submitting complaints where needed.

·       Adapting response times to accommodate clients with additional needs.

4.      What might the outcome of my complaint be?

 What might the outcome of my complaint be?

We very much regret any dissatisfaction which our clients experience and will not hesitate to apologise to you where our service has fallen below our high standards. We may also agree that certain steps will be taken to improve your situation and to ensure that any problems experienced will not reoccur. 

Legal Ombudsman

If we have not resolved your complaint to your satisfaction within 8 weeks, you may complain to the Legal Ombudsman.  We will remind you of this right upon conclusion of our internal complaints procedure, if you remain dissatisfied with the outcome.  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 six years of the act or omission about which you are complaining (or alternatively 3 years from the date you should have reasonably been aware of it).

Contact details for the Legal Ombudsman are as follows: PO Box 6806, Wolverhampton, WV1 9WJ; Telephone: number 0300 555 0333, E-mail: enquiries@legalombudsman.org.uk.     

Solicitors Regulation Authority (SRA)

You also have the right to complain to the SRA if you have concerns about your solicitor’s behaviour.

https://www.sra.org.uk/consumers/problems/report-solicitor/

We will remind you of this right upon conclusion of our internal complaints procedure, if you remain dissatisfied with the outcome.

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.

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.

Please do not hesitate to contact us if you have any questions or queries about the contents of this Complaints Procedure, or if you require a copy of it in a different format.