Complaints Policy

Our Complaints Procedure

We want you to be happy with the service that you have had with Simpson Millar LLP, Solicitors but sometimes things do go wrong. Our Complaints Procedure is designed to help you bring your dissatisfaction to our attention so we can look at what has happened and provide you with an explanation. You will not be charged for the work involved in investigating a complaint made by you.

Details of the Complaints Procedure are set out below:

Who to contact

We have a 3 stage internal complaints procedure details of which appear below. If we are unable to resolve your complaint through our internal procedures you can then contact the Legal Ombudsman who is independent and impartial and who has official powers to resolve complaints. Details of how to contact the Legal Ombudsman also appear below:

Stage 1:

In the first instance if you have a complaint about your matter please raise it with the person dealing with your file

Stage 2:

If the complaint is not resolved at that stage, the complaint will be escalated to a Supervisor who will conduct an independent investigation of the complaint and if appropriate arrange to meet you. You will find the supervisor’s details in your initial paperwork. If you are unable to locate this information you can contact our Complaints Partner details of whom appear below

Stage 3:

If the supervisor is unable to resolve your complaint, you can then refer the complaint to our Complaints Partner. Our Complaints Partner is David Harrington. He is a Solicitor and former Senior Partner of Simpson Millar LLP, Solicitors

  • If our Complaints Partner is unable to resolve your complaint, you can then contact the Legal Ombudsman
  • In certain circumstances, your complaint may be referred to Financial Ombudsman Service (FOS). If that is the case, we will notify you as soon as possible and provide you with the FOS Consumer Leaflet, which explains their complaints procedure in more detail
  • You can also contact the Legal Ombudsman (or FOS if applicable) if 8 weeks have passed since you first made your complaint and your complaint remains unresolved

How to make contact

  • Complaints can be made by telephone letter fax and e-mail. Usually if your complaint cannot be resolved by the supervisor of the person who is the subject of your complaint we will ask you to put your complaint in writing
  • The supervisor of the person who is the subject of your complaint will normally work in the same office and will be identified in your initial paperwork. If you do not have this information please contact our Complaints Partner
  • Our Complaints Partner’s contact details are:
    David Harrington
    Simpson Millar LLP
    21-27 St Pauls Street
    Leeds,
    LS1 2JG
    Telephone: 0345 357 9000
    Fax: 0345 357 9199
    E-mail: David.Harrington@simpsonmillar.co.uk
  • The Legal Ombudsman’s contact details are:
    The Legal Ombudsman
    PO Box 6806
    Wolverhampton
    WV1 9WJ
    Telephone: 0300 555 0333
    E-mail: enquiries@legalombudsman.org.uk
    Website: www.legalombudsman.org.uk
  • The Financial Ombudsman Service’s contact details are:
    The Financial Ombudsman
    South Quay Plaza, 183 Marsh Wall
    London
    E14 9SR
    Telephone: 0207 964 1000
    E-mail: complaint.info@financial-ombudsman.org.uk
    Website: www.financial-ombudsman.org.uk

When to make contact

  • You should contact us as soon as you have a concern about an issue
  • You should not normally contact the Legal Ombudsman until we have attempted to resolve your complaint through our internal procedure or until 8 weeks have passed since the date when you first made your complaint. We do not however wish to discourage you from contacting the Legal Ombudsman for further information and advice should you wish to do so
  • The Legal Ombudsman (or FOS if applicable) asks that you contact them within 12 months of your last contact with us, failing which the Ombudsman may be unable to deal with your complaint
  • The Legal Ombudsman will not accept complaints where the matter complained of or your date of awareness of the matter was before 6 October 2010. Subject to that the Legal Ombudsman will accept complaints in respect of matters which occurred up to 6 years ago, although that 6 year period is reduced to 3 years from any date when you should have known about the matter.

Timescales

If a complaint is made we will:

  • acknowledge your complaint within 3 days
  • provide a full response to your complaint within 7 days under Stage 1
  • provide a full response under Stage 2 within 21 days of escalation

If a complaint is made to our Complaints Partner, he will:

  • acknowledge your complaint within 3 days
  • provide a substantive response to your complaint within 21 days of escalation
  • if we have to change any of these timescales, we will let you know and explain why
  • if you complain to the Legal Ombudsman, they will contact you with their timescale for resolving your complaint

How we deal with your complaint

  • If your complaint can be resolved by the case handler this may, in simple matters, be done by telephone but will otherwise be in writing
  • Complaints made to our Complaints Partner will be dealt with in writing
  • An investigation into your complaint will involve a detailed look at your paper and/or electronic file. We will discuss your complaint with the person who is the subject of your complaint and anyone else who may have been involved in the matter, which is the subject of your complaint.
  • Our Complaints Partner will write to you with a detailed response to all aspects of your complaint. This will include any proposals for resolution of your complaint
  • Once our Complaints Partner has written to you in an attempt to resolve your complaint you can if you wish contact him to discuss matters further. If you are unhappy with our proposals to resolve your complaint (or if 8 weeks have elapsed since you made your complaint) you can at this stage contact the Legal Ombudsman (or FOS if applicable). Remember to do so within 6 months of your last contact with us.

We have also included a link below to the Online Dispute Resolution platform which is an interactive website offering a single point of entry to consumers and traders seeking to resolve disputes. https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage


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David Harrington - Partner - Leeds

David Harrington
Partner, Compliance & Regulatory

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