If you are unhappy about your experience with Butterworths Solicitors, in the first instance please contact your lawyer. We will do everything we can to resolve your issue as quickly as possible and to make sure you receive the service you expect.
If this is not possible and you wish to make a formal complaint, our complaints procedure is below.
Client Complaints Procedure
The Proddow Mackay Group is committed to providing a high standard of service to our clients, however, we understand that you may feel that we may not always get it right. If you have a complaint about the service you have received or the handling of your claim please contact us. We will respond to any concerns you may have and we will do everything we can to sort out your complaint quickly and efficiently.
You can raise your complaint by letter, email or telephone with the fee earner who has been dealing with your case, with the fee earner’s manager, or by email to complaintsllp@proddowmackay-group.com.
Please mark your letter or email ‘Complaint’.
If you have any special needs to enable you to bring your complaint to us please let us know and we will do our best to accommodate them.
To help us make sure we have understood your complaint, and not missed anything, please tell us:
- Your full name, contact details and any reference number you may have for your case
- What you think we have done wrong
- What you think we should do to put things right.
The Solicitors Regulation Authority 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, a disability or other characteristic. You can raise your concerns with the Solicitors Regulations Authority here.
How we Will Deal With Your Complaint
We have up to eight weeks to consider your complaint but will endeavour to deal with it as quickly as possible. If we have not resolved it within this time you may complain to the Legal Ombudsman.
We will record your complaint in our central register and open a file for your complaint.
Stage 1
We will acknowledge receipt of your complaint within 5 working days of receiving the complaint.
We will investigate your complaint and aim to provide a substantive response within 20 working days of receiving your complaint.
Stage 2
If you are not satisfied with our response you should contact us again and we will arrange for the file to be reviewed. When contacting us please explain why you continue to be dissatisfied.
Your complaint will be acknowledged within five working days of receiving the complaint and we will provide a substantive response within 20 working days from receiving your letter.
If your complaint is particularly complex and we have to change any of the timescales above, we will let you know and explain why and provide you with an updated timescale.
What to do if we Cannot Resolve Your Complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman within six months of receiving a final response to your complaint. And no later than one year from the date of act/omission; or no later than one year from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough, SL1 0EH
What to do if You Are Unhappy With Our Behaviour
The Solicitors Regulation Authority 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, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
