Customer service is at the heart of everything we do and our aim is always to ensure we get it right first time in adherence with the promises we make in our Client Charter. However we recognise things don’t always go to plan and if this happens we want you to let us know so we can say sorry and work with you to resolve your concerns. Your feedback is really valuable to us so we can understand how we can improve what we do.
Please complete our client satisfaction survey with your comments or alternatively speak with the person you have been working with at FBCMB who will always do their utmost to resolve any issue straight away. Alternatively you may wish to understand how to formalise a complaint, in which case please refer to our complaints procedure below.
Any expression of dissatisfaction will be considered seriously and we will ensure that we respond promptly to any complaint. If you feel that we have failed to achieve an acceptable standard of service we want you to tell us. We regard it as an opportunity to monitor and improve the quality of what we do. We will investigate your concerns objectively and try to generate a positive and speedy solution.
We are committed to providing a stellar legal service to all our clients. When something goes wrong, including in relation to the bill, we need you to tell us about it. This will help us to improve our standards.
How do I make a complaint?
If you feel able to, you should speak or write to the person dealing with your matter to raise your concern. If you feel that the individual concerned has not been able to resolve matters to your satisfaction, or if you would prefer your complaint to be considered by someone unconnected with the matter, then you can write (by letter, fax or email) or speak with our Risk and Compliance Manager whose contact details are:
Head of Risk & Compliance
FBC Manby Bowdler LLP
6-10 George Street
Telephone: 01902 392451
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
- Your full name and contact details.
- Your file reference number (if you have it).
- What you think we have got wrong.
- What you hope to achieve as a result of your complaint, and
- If you require any help in making your complaint we will try to help you.
How will you deal with my complaint?
- We will record your complaint centrally.
- We will write to you within three working days acknowledging your complaint, and enclose a copy of this policy should you require it.
- We will investigate your complaint. This will usually involve:
- reviewing your complaint
- reviewing your file(s) and other relevant documents, and
- speaking with the person who dealt with your matter
- We might 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.
- We will update you on the progress of your complaint at appropriate times.
- We might also, if we judge it appropriate, invite you to discuss your complaint further with us in a meeting or by telephone.
- 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.
- We will aim to do this within 21 working days of the date of our letter of acknowledgement.
What if I am not satisfied with the outcome?
The majority of matters are resolved at this stage. However, if you remain unhappy you are free to write to us again to set out your concerns and we will then arrange for a further review to take place by one of our complaint handling partners. We ask that you contact us within 14 working days from the receipt of our investigation response
We will let you know the result of this review within 14 working days of receiving your request for a review. At this time we will write to you confirming our final decision on your complaint and explaining the reasons.
If your complaint is not resolved to your satisfaction within 8 weeks of it having been made to us, you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us or within six years of the occurrence of the act or omission about which you are complaining (or if outside of this period, within three years of when you should reasonably have been aware of it). Generally, the Legal Ombudsman deals with complaints relating to acts or omissions that happened after 5 October 2010.
The Legal Ombudsman deals with complaints by consumers and very small businesses. This means some clients may not have the right to complain to the Legal Ombudsman, eg charities or clubs with an annual income of more that £1m, trustees of trusts with asset value of more than £1m and most businesses (unless they are defined as micro-enterprises). This does not prevent you from making a complaint directly to us about the service you have received or about the bill.
Solicitors Regulations Authority
The Solicitors Regulation Authority can help you 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, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority.
If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to a certified alternative dispute resolution (ADR) provider in the UK via the EU ‘ODR platform’.
The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, ie where you have instructed us for purposes outside your trade, business, craft or profession.
The website address for the ODR platform is: http://ec.europa.eu/odr.
What will it cost?
We will not charge you for handling your complaint.
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.
The Legal Ombudsman service is free of charge.