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SA Law Complaints Procedure

Our objective is to always deliver the highest level of client satisfaction, and we provide a clear procedure if you have any reason to be unhappy with our service.

Introduction

We regard a complaint as any expression of dissatisfaction whether expressed verbally or in writing.

SA Law is committed to providing a high quality service. If, however, you have a complaint or are dissatisfied with our service, please tell us about it. This will help us to resolve your difficulty and improve our standards.

Our Complaints Procedure

Please be assured that there is no fee for making a complaint and you/the progress/outcome of your matter will not be affected or disadvantaged because you are making a complaint. A proper standard of work will be maintained, and your complaint will be dealt with fairly and separately from your matter.

We set out below what will happen:

What we need to know

To deal with your complaint correctly, it would be helpful when contacting us if you could provide the following information:

  • Your name, contact details and preferred contact method.
  • Your file reference number.
  • Details of your concerns.
  • How you would like us to put things right.

If you have a complaint, in the first instance please speak to the person handling your case. If an issue arises which cannot be resolved, please then discuss the problem with the person with overall responsibility for your matter as set out in our Terms and Conditions of Engagement. If your matter still remains unresolved, please then contact Robert Ryall, our nominated Compliance Officer for the Legal Practice (COLP). You can contact him by telephone on 01727 798092, by email at robert.ryall@salaw.com or write to him at:

SA Law LLP

Gladstone Place

36-38 Upper Marlborough Road St Albans

Hertfordshire AL1 3UU

We set out below what will then happen.

What will happen next?


1 Upon receipt your complaint will be recorded in our complaints register

2 We will send you a letter acknowledging your complaint and if necessary asking you to confirm or explain the details. You should receive this acknowledgement of your complaint within 7 working days.

3 We will acknowledge any reply to our acknowledgment letter and will confirm what will happen next. You can expect to hear from us within 7 working days of our receiving your reply.

4 We will then start to investigate your complaint. This will involve one or more of the following steps:

  • Examination of your file
  • Discussion with the member of staff and supervising Partner
  • Requesting further information or clarification from you
  • Contacting any relevant third party e.g. counsel

5 Within 35 days of the date of receipt of your letter of complaint or your reply to our acknowledgment letter (whichever is the later) we will then either write to you or invite you to meet the supervising Partner and/or Robert Ryall to discuss and hopefully resolve your complaint.

6 If we meet with you, we will, within 14 days of the date of that meeting, write to you to confirm what took place and any solutions that we have agreed with you.

7 If you do not want a meeting or it is not convenient, we will send to you within 28 days of your decision not to meet, a detailed written reply to that complaint. This will include our suggestions for resolving the matter.

8 At this stage, if you are still not satisfied, please let us know. Robert Ryall will then arrange to review the decision and may place the matter before SA Law’s Client Care Group.

9 If we have to change any of the timescales set out in our procedure, we will let you know and explain why

10 If for any reason we are unable to resolve the problem between us or you are not satisfied with our handling of your complaint then you may refer the matter to the Legal Ombudsman. Whilst the Legal Ombudsman is able to deal with most complaints you should contact his office to confirm whether or not he is able to deal with your particular issue (0300 555 0333 or enquiries@legalombudsman.org.uk). The Legal Ombudsman will usually consider your complaint if you refer it to them within either of the following:

  • 1 year from the date of the act or omission being complained about; or
  • 1 year from the date when you should reasonably have known that there was cause for complaint.

11 The Legal Ombudsman has discretion to extend the 1-year time limit for specific customers if, on the evidence, it is fair and reasonable to do so.

12 You should be aware that, when your complaint relates to a bill the Legal Ombudsman will not consider your complaint while your bill is being assessed by the Court.

13 Please note that the Legal Ombudsman service cannot be used by businesses or most other organisations, unless they are below certain size limits. Further details are available from the Legal Ombudsman’s website.

14 It is worth considering, whilst it is open for you to submit a complaint to the Legal Ombudsman, that they apply strict criteria to determine whether they will ultimately accept a complaint for a full investigation. They have a discretion to dismiss or discontinue all or part of the complaint if they believe:

(i) It does not have any reasonable prospects of success.

(ii) You have not suffered (and are unlikely to suffer) significant financial loss, distress, inconvenience or detriment.

(iii) It is frivolous, vexatious, lacks merit or where there is a compelling reason not to accept it.

(iv) The likely impact, size, complexity, scope, volume of evidence or your conduct render it disproportionate/unreasonable/impossible for the complaint to be investigated.

(v) You have previously complained about the same issue to them, unless you provide material evidence that is likely to affect the outcome which only became available to you after you submitted your original complaint.

(vi) There has been undue delay in the complaint being raised.

15 Please also note:

  • If, during the course of an ongoing investigation by the Legal Ombudsman, an offer is made by us which is deemed to be fair and reasonable redress and you decide to reject that offer, the Legal Ombudsman has the discretion to dismiss or discontinue all or part of your complaint.
  • If you have already accepted an offer to settle your complaint made by us during our complaints handling process, which is deemed to be fair and reasonable redress, unless there has been some significant intervening act, you will not be able to have that agreement overturned in the hope of securing a more preferential outcome by pursuing your complaint via the Legal Ombudsman.

16 For more information on the Legal Ombudsman’s rules and requirements, please see their Scheme Rules dated April 2023.

What to do if you are unhappy with our behaviour

17 The Solicitors Regulation Authority (“SRA”) 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, disability or other characteristic.

18 Visit the “Reporting and Individual or Firm” page of the SRA’s website to see how you can raise your concerns with the SRA.

What to do if your complaint relates to an insurance policy

19 If your unresolved complaint relates to an insurance policy covering your case, you may contact the Financial Ombudsman Service via one of the methods below:

  • Telephone – 0800 023 4567.
  • Online complaint form available via their website.
  • By email: complaint.info@financial-ombudsman.org.uk.
  • By post: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR.

What to do if your complaint relates to a data protection issue

20 If your unresolved complaint relates to a data protection matter, it is open for you to contact the Information Commissioner’s Office (“ICO”) via one of the methods below:

  • Helpline: 0303 123 1113
  • Live chat facility on their website
  • Relay UK: 18001-0303-123-1113

What to do if your complaint remains unresolved

21 If a complaint cannot be resolved, you may be able to ask for it to be referred to a process of alternative dispute resolution using a certified provider. We are not required to agree to such a request. In any case, this is not available to businesses, only consumers. We will give you more information about the right if it becomes relevant.”