ALETTA SHAW SOLICITORS
Aletta Shaw Solicitors will use their best endeavours at all times to deal with client matters swiftly and with efficiency. However, on rare occasions clients may feel that their matter has not been given the attention required.
You have intimated that you are not completely satisfied with the service you have received and we at Aletta Shaw Solicitors are sorry that you have had to request this firm’s complaints procedure.
Complaints in the first instance should be referred to Miss Sue Carey. Miss Carey will discuss your concerns and it is hoped that she will be able to resolve your complaint over the telephone. If however it proves that your complaint cannot be resolved over the telephone then your complaint must be put in writing to this firm. A telephone attendance note will be made of your conversation.
Your letter of complaint will be referred to a director of this firm.
The file of a client together with their letter of complaint will be passed to a solicitor, other than the solicitor with initial conduct of the file, who will peruse the file and the work undertaken. Having considered the file the investigating solicitor will enter into discussion with the fee earner concerned.
The investigating solicitor, having made their enquiries, will contact the client either by telephone or in writing. It may be that the client will be requested to attend the office for further discussion.
Subsequent to investigation, discussion and or appointment, if the client’s complaint cannot be satisfied by Aletta Shaw Solicitors the client should put their complaint in writing to the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ. Telephone number 0300 555 0333. Email firstname.lastname@example.org
Please note the complaint must be referred to the Legal Ombudsman within 6 months of the response.
To make a complaint directly to the SRA please follow the procedure at the following link: https://www.sra.org.uk/consumers/instructing/your-right-to-complain/