Mills & Co - Our Full Complaints Procedure
If you have a complaint that cannot be resolved simply by talking to a partner informally, please contact us with details using the Client Complaint Submission Form (see Annex 2A).
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure and a copy of your Complaint Submission Form.
We will then investigate your complaint. This will normally involve passing your complaint to Richard Mills who will review your matter file.
You will then be invited to a meeting to discuss and hopefully resolve your complaint. This will be done within 14 days of us sending you the acknowledgement letter.
Within three days of the meeting, you will receive a letter confirming what took place and any solutions that have been agreed with you.
If you do not want a meeting or it is not possible, you will be sent a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for another solicitor unconnected with this matter to review the decision.
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.
If you are still not satisfied then you have various options depending on whether your complaint is orientated towards the provision of legal services or surveying services and depending on whether you are acting as a consumer or in a business to business context.
If your complaint is orientated towards the provision of legal services then if after 8 weeks of initiating this complaints procedure you are dissatisfied with the progress of your complaint or you are dissatisfied with any outcome following the conclusion of this procedure you have a right to complain to the Legal ombudsman. Contact details for the legal ombudsman can be found at www.legalombudsman.org.uk or you can call them (calls charged at local rate) on 0300 555 0333 or contact them by email at email@example.com. This is in accordance with O (1.10) of the SRA Handbook Code of Conduct.
If your complaint is orientated towards the provision of surveying services and you are a consumer you can contact the Ombudsman Services: Property contact details of which are available here: www.os-property.org or telephone 01722 333306.
If your complaint is orientated towards the provision of surveying services and services have been provided in the context of a business to business relationship you may implement the Arbitration Procedure for Surveying Disputes details of which are available here: www.idrs.ltd.uk or telephone 020 7520 3800.
Annex 2A – Mills & Co
Complaints referred by the Legal Ombudsman
It is possible that a client may complain direct to the Legal Ombudsman without first following the procedures given in the previous paragraphs. In such circumstances the Legal Ombudsman should refer the complaint back to Richard Mills who will invite the complainant to initiate the firm’s complaints handling procedure.
Richard Mills will then process the complaint with the relevant fee-earner and work area supervisor. In many cases the matter can be resolved satisfactorily between the firm and the client direct without further intervention by the Legal Ombudsman.
Richard Mills is then to ensure that the complaint is properly documented and advise the outcome to the Legal Ombudsman.
It is the responsibility of the client care partner/managing partner/senior partner to review all complaints records in December of each year to report to the firm on all trends. This will form part of an annual management review which is considered by the partners and reported to all staff. It is essential that we address any underlying problems and, in this way, use our complaints data to prevent future difficulties.