Complaints Handling Policy
All Solicitors must attempt to resolve concerns that may arise with their services and charges, including the standard of client and case care, as well as their bills. It is important to us that any problem, concern or complaint raised by a client is resolved without delay.
The details of the person or case worker conducting your case will be confirmed in the letter that we send you setting out the terms upon which we act on your behalf. The Solicitors Regulation Authority requires that a supervisor or principal is allocated to each case. Unless you have been notified otherwise, Andrew Joannides, Senior Partner, is the designated principal.
Any queries or concerns about our work, our charges or our bill should initially be raised with the case worker, or if you would prefer not to speak to the case worker, please contact the supervisor or principal. In the event that matters cannot be resolved in this way and you wish to make a formal complaint, please contact the Client Care and Complaints Partner, Andrew Joannides, by letter or email at First Floor, 11-19 Park Road, London N8 8TE. The letter or email should contain as much detail regarding the complaint as possible and include copies of any relevant documents. We have a procedure in place which details how we handle complaints and this is set out below.
What will happen next?
- We will send you a letter or email acknowledging your complaint and asking you to confirm or clarify any aspects of the complaint if necessary. This acknowledgement will be sent to you within five working days of receiving your complaint.
- Mr Joannides (or another partner or solicitor at his request) will then start to investigate your complaint. Entirely at our discretion, you may be invited to attend a meeting to discuss your complaint with the partner and hopefully resolve matters. If we decide to do this we will notify you within 14 days of sending you the acknowledgement letter.
- Within 5 working days of any meeting taking place we will write to you to confirm the outcome of the meeting and to set out any solutions that may have been agreed with you.
- If you do not want to attend a meeting then we will send you our written response to the complaint within 14 days of being informed by you that you do not want to attend a meeting.
- If a meeting takes place and we are unable to resolve the complaint then we will send you a written response to your complaint within 14 days of the meeting.
- If a meeting is not proposed by us then Mr Joannides or the other partner concerned will send you a written response to your complaint within 21 days of the letter of acknowledgement referred to in paragraph 2 above.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner within the firm 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 with our decision and/or the handling of your complaint and matters cannot be resolved through our complaints procedure, or if you do not wish to implement the procedure, you can ask the Legal Ombudsman to consider the complaint. However, we would hope that this does not become necessary and that we can resolve matters between ourselves. Contact details for the Legal Ombudsman if required are as follows:
PO Box 6806
Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and within the following timescales:
- One year from the date of occurrence of the act or omission about which you are complaining, or
- One year from the date you should have reasonably have known that there were grounds of complaint.
The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.
10. If we have to change any of the above timescales we will let you know and explain why.
Alternative complaints bodies (such as ProMediate and Small Claims Mediation) exist which are competent to deal with complaints about legal services should both you and our firm consent to use such a scheme. In the event that you wish to use an alternative complaint body you should advise us and we will let you know if we agree.
The procedure above also applies to complaints concerning our bill. There may also be a right to object to paying the bill by applying to the court for an assessment of ther bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for an assessment of that bill.
Boulter & Co. LLP
First Floor, 11-19 Park Road
London N8 8TE
Tel: 020 8340 0222
Boulter & Co. LLP is a limited liability partnership registered in England and Wales under registered number OC427184. The registered office is: First Floor, 11-19 Park Road, London N8 8TE. Boulter & Co. LLP is authorised and regulated by the Solicitors Regulation Authority number 660185. A list of the members of the LLP is open to inspection at the registered office. We use the word “Partner” to refer to a member of the LLP, or an employee or consultant who is a lawyer with equivalent standing and qualifications.
Boulter & Co. LLP carries professional indemnity insurance for all transactions and cases up to a maximum value of £3,000,000.00 (three million pounds) per transaction or case. The current insurer is International General Insurance Co. Ltd (IGI) (via Pelican Underwriting) policy number 22SOL258-11078-1104533 and their agent is Howden Insurance Brokers Limited.
We do not accept service of documents by fax and by email.
VAT Registration No: 710741469.