Complaints Handling Procedure

Our Complaints Policy

We are 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 enable us to deal with your concern and help us to improve our standards.

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint please see below. Making a complaint will not affect how we handle your case.

A complaint is when you have found our services to be unsatisfactory or unacceptable, and we will only action the complaints procedure when a complaint has been put in writing to our Practice Manager.

Our Complaints Procedure

If you have a complaint about our service or the fees that we have charged, please contact us in writing to the Practice Manager, Venters Solicitors, 7a West Street, Reigate, RH2 9BL

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within 3 working days of us receiving it enclosing a copy of this procedure. The acknowledgement letter will identify the name of the person who will be dealing with your complaint. Your complaint will be recorded on our central register.

2. We will then investigate your complaint. This will normally involve passing your complaint to the relevant Head of Department, who will review your matter file and speak to the member of staff who acted for you. Should the complaint be about one of our Heads of Department it will be passed to another Head of Department or Partner, who will review your matter file and speak to the member of staff who acted for you. The Head of Department or Partner will write a detailed response to you within 14 days of us sending the original acknowledgement letter.

3. If your complaint remains unresolved at this stage, the Practice Manager will then invite you to a meeting to discuss and hopefully resolve your complaint. This will be within 3 days of any further communication with you.

4. Within 3 days of any such meeting, the Practice Manager will write to you to confirm the discussions, and any resolution agreed with you.

5. If you do not want a meeting or it is not possible, a discussion can be had by telephone with the Practice Manager, or an exchange of emails, whatever you prefer. Within 3 days of this discussion, the Practice Manager will send you a written response to your complaint, including suggestions for resolving the matter.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Head of Department, Partner or someone unconnected with the matter at the firm to review the matter.

7. 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.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint

and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. 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 Solicitors Regulation Authority.

In Summary

1. You must register your complaint with us within one year.

2. The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint.

3. After this time, you can contact the Legal Ombudsman: visit www.legalombudsman.org.uk, call 0300 555 0333 or email enquiries@legalombudsman.org.uk

Privacy and GDPR

How we use your contact information

Due to GDPR Law we have changed the way we ask for your information.

Venters Solicitors records your contact information for one purpose: To respond to your enquiries and follow up potentially with legal advice

Venters Solicitors does not give this information to any third-party organisation. If you wish to have your information permanently deleted from our database, please email here. We reserve the right to make a small charge for this process.

If you are happy to for us to respond to you via email, simply click the slider to "yes" on the form. If you don’t do this you will not receive emails from us.

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Contact Info
  • Address: 213 Camberwell Road, London SE5 0HG
  • Phone: 020 7277 0110
  • Email: Info@venters.co.uk