Complaints Policy
1 We are committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.
2 How do I make a complaint?
2.1 You can contact us in writing (by letter or email) or by speaking with our Managing Partner, whose contact details are: Hugh Davey, hdavey@fleetlaw.co.uk, 0333 344 5012
2.2 To help us to understand your complaint, and in order that we do not miss anything, please tell us:
2.2.1 your full name and contact details
2.2.2 what you think we have got wrong
2.2.3 what you hope to achieve as a result of your complaint, and
2.2.4 your file reference number (if you have it)
2.3 If you require any help in making your complaint we will try to help you.
3 How will you deal with my complaint?
3.1 We will record your complaint centrally.
3.2 We will write to you within three working days acknowledging your complaint, enclosing a copy of this policy.
3.3 We will investigate your complaint. This will usually involve:
3.3.1 reviewing your complaint
3.3.2 reviewing your file(s) and other relevant documents, and
3.3.3 speaking with the person who dealt with your matter
3.4 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
3.5 We will update you on the progress of your complaint at appropriate times.
3.6 We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
3.7 We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within twenty-one days of the date of our letter of acknowledgement.
4 What if I am not satisfied with the outcome?
4.1 If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.
4.2 If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:
4.2.1 by post at PO Box 6806, Wolverhampton, WV1 9WJ
4.2.2 by telephone: 0300 555 0333, or
4.2.3 by email: enquiries@legalombudsman.org.uk
4.3 You must usually refer your complaint to the Legal Ombudsman within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the website: www.legalombudsman.org.uk.
4.4 For complaints that relate specifically to an alleged breach of the SRA Standard and Regulations, including the SRA Account Rules, you should refer the matter to the Solicitors Regulation Authority (SRA). The SRA will not investigate complaints about services provided by the firm these matters will be referred to the Legal Ombudsman.
5 What will it cost?
5.1 We will not charge you for handling your complaint.
5.2 Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
5.3 The Legal Ombudsman service is free of charge.
GDPR and Data Protection Complaints Policy
1. Data Protection Complaints
We are committed to protecting your personal information and complying with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
If you are unhappy with the way we have collected, used, stored, shared, or otherwise processed your personal data, you have the right to make a complaint.
2. How to Make a Complaint
2.1. You can raise a data protection complaint by contacting our Data Protection Officer (or designated data protection contact) using the details below:
Email: hdavey@fleetlaw.co.uk
Telephone: 0333 344 5012
Post: Fleet Solicitors, Unit 1, Hawthorn Business Centre, Staunton, GL19 3NY
2.2. When making a complaint, please provide:
2.2.1. Your name and contact details;
2.2.2. Details of your concern or complaint;
2.2.3. Any relevant dates, correspondence, or supporting information.
3. What Happens Next?
3.1. Upon receiving your complaint, we will:
3.1.1. Acknowledge receipt of your complaint within 30 days;
3.1.2. Investigate the matter thoroughly and fairly;
3.1.3. Keep you informed of progress where appropriate;
3.1.4. Provide you with our response and the outcome of our investigation without undue delay.
4. Right to Escalate Your Complaint
4.1. If you remain dissatisfied with our response, you may contact the Information Commissioner’s Office (ICO), the UK’s independent regulator for data protection matters.
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: https://ico.org.uk
5. The Legal Ombudsman (LeO) and Solicitors Regulation (SRA)
5.1. As a Law firm, we must also meet the requirements of the LeO and SRA. Therefore, if you di not wish to raise a complaint with the ICO and we have not provided you with an outcome in eight weeks, you can contact the LeO or SRA please see out complaints policy for further information.