• Our complaints policy

    We are committed to providing a high quality legal service to all our clients. However, if at any point you become unhappy or concerned with any aspect of the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem. This will also help us to improve our standards.

     

  • Our complaints procedure

    If you have a complaint about our service or a bill that we have rendered on or both, please contact us with the details. The person to contact is Richard Shears.

    What will happen next?

    1. We will send you a letter acknowledging receipt of your complaint within 3 working days of us receiving the complaint, enclosing a copy of this procedure.
    2. We will then investigate your complaint.
    3. We will then invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within 14 days of sending you the acknowledgement letter.
    4. Within 3 working days of the meeting, Richard Shears will write to you to confirm what took place and any solutions he has agreed with you.
    5. If you do not want a meeting or it is not possible, Richard Shears will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
    6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter to review the decision
    7. We will write to you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
    8. If we have to change any of the timescales above, we will let you know and explain why.
  • What do to if we cannot resolve your complaint

    The Legal Ombudsman may be able to 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.

    There are, however, restrictions to this service for organisations, as set out on their website (see below).  

    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 more than six years from the date of act/omission; or
    • No more than three years 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.

    Contact details

    • Visit: www.legalombudsman.org.uk
    • Call: 0300 555 0333 between 9am to 5pm.
    • Email: enquiries@legalombudsman.org.uk
    • Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

    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.

  • Consumer Online Dispute Resolution

    If you are a client with whom we have made a contract by electronic means, you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. Should you wish to do so that service can be found at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN. Our email address for this purpose is: info@shearslaw.co.uk.