Complaints Handling Policy

We are committed to providing high quality legal advice and client care.

However, if at any point you become unhappy or concerned about the service provided, please inform us immediately so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is handling your matter so that we can hopefully resolve the issue informally.

Formal complaint procedure

The following outlines our recommended procedure for making a formal complaint. Please note that making a complaint will not affect how we handle your case.

1. A formal complaint should be addressed to our Senior Partner, Lauren Sadler who can be contacted in writing at lauren@sadlercross.co.uk or Sadler Cross Family Law, PO Box 13018, Maldon. Please set out the details of the complaint to include;
   a. Your full name and contact details.
   b. What you think we have got wrong.
   c. How you would like your complaint to be resolved.
   d. Your file reference number.
2. We will acknowledge your complaint within seven working days of receipt.
3. Our Senior Partner will conduct a complete review of the file and to respond in writing. They will also interview any members of our team involved in your matter.
4. We may also, if appropriate, invite you to a meeting to discuss your complaint. This meeting will usually be via video conference or telephone. However, you do not need to attend if you do not wish to or are unable to.
5. You will receive a written response to your complaint within 21 working days of sending you our acknowledgement letter/email. This response will set out the result of our investigation, any proposed resolution and, if relevant, any procedural changes we will make to ensure the situation does not arise again.

Taking the complaint further

We are regulated by the Solicitors Regulation Authority and complaints and redress mechanisms are provided through them and the Legal Ombudsman.

We have eight weeks to consider your complaint. If we are unable to resolve any such concerns to your satisfaction, you are entitled to have the complaint independently looked at by the Legal Ombudsman. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman— www.legalombudsman.org.uk).

The Legal Ombudsman investigates complaints about service issues with lawyers. 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, the Legal Ombudsman expects complaints to be made to them:

• a) within six months of receiving a final response to your complaint; and
• b) no more than one year from the date of the act/omission you are concerned about; or
• c) no more 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 between 9.00 to 17.00
Email: enquiries@legalombudsman.org.uk

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 its website to see how you can raise your concerns with the Solicitors Regulation Authority.

Complaints about a client’s rights under the General Data Protection Regulation must be submitted to the Information Commissioner’s Office – www.ico.org.uk

Any disputes or legal issue arising from our Client Care and Terms of Business will be determined by the law of England & Wales and considered exclusively by the English & Welsh courts.