Client care is extremely important to us and we want to give you the best possible service. However, we recognise that sometimes things do go wrong. If you are dissatisfied with any aspect of our service, we encourage you to let us know as soon as possible. We want to know about any problems so that we can put them right and improve what we do and how we do it. We value your feedback and are committed to dealing with all complaints quickly, openly and fairly.
All complaints are handled in strict confidence. We maintain a central record of complaints to monitor trends and improve our service. Making a complaint will not affect how we manage your matter and you will not be charged for us dealing with your complaint.
What is a Complaint?
A complaint is any expression of dissatisfaction about our service, fees, or any other aspect of our work.
How to Make a Complaint
A complaint can be made by telephone or in writing (by email or letter).
It may be helpful to discuss your concerns informally with the person who has the day-to-day conduct of your matter or in the alternative with the director who is supervising the matter. If you are unsure who to contact, the details of the supervising director can be found in your letter of engagement. The supervising director will let you have a timescale for resolving your complaint, but we aim to do so within one month of receipt.
If your complaint cannot be resolved informally it will be escalated as a formal complaint to our designated Complaints Officer:
- Name: Katharine Lawrenson
- Email: Katharine.lawrenson@leonardcurtislegal.co.uk
- Phone: 0161 696 3520
- Address: Riverside House, Irwell Street, Manchester, M3 5EN
If you feel uncomfortable raising your complaint with the person dealing with your matter or you would prefer to speak to someone else, you may contact our Complaints Officer at any time.
How Your Complaint Will Be Managed
- Acknowledgement:
- The Complaints Officer will acknowledge receipt of your complaint within 2 working days of receipt or upon escalation from the supervising director.
- Investigation:
- The Complaints Officer will investigate your concerns.
- This may involve reviewing your file, speaking to those who dealt with the matter for you and, if necessary, by obtaining further information from you.
- Our Complaints Office may also need to speak with you to clarify certain aspects of your complaint and to understand what you would like to achieve from this process.
- Response:
- We aim to respond to all complaints within 28 days of acknowledgement. If, for any reason, we are unable to comply with this deadline we will let you know.
- Our response will include:
- A summary of your complaint.
- Details of the nature and scope of the investigation carried out.
- The outcome of our investigation together with the basis of the conclusion.
- Any proposed resolution, including remedial action or redress where appropriate.
- Upon the conclusion of your complaint, you will be reminded that you may refer your complaint to the Legal Ombudsman.
The Legal Ombudsman
If you are unhappy with the outcome of our investigation, how we have dealt with it or if we have not resolved it within 8 weeks you may refer the matter to The Legal Ombudsman.
The Legal Ombudsman will conduct an independent review of your complaint although before doing so will check that you have tried to resolve your complaint with us first.
Contact details for the Legal Ombudsman:
- Website: www.legalombudsman.org.uk
- Email: enquiries@legalombudsman.org.uk
- Phone: 0300 555 0333
- Address: PO Box 6176, Slough, SL1 0EH
Please refer to their website for further information. Please note that you must refer the matter to the Legal Ombudsman within 6 months of our final response to your complaint and in any event within 1 year of the act or omission complained about or within 1 year of the date when you should have reasonably known there was cause for complaint.
There are alternative complaints bodies which are competent to deal with complaints about legal services. In our experience the Legal Ombudsman’s scheme is the most suitable to deal with client complaints. However, if you would like to use another body to resolve your complaint please let us know.
The Solicitors Regulation Authority (SRA)
We are regulated by the SRA. You have the right to complain to the regulator if your complaint relates to our conduct or behaviour or a breach of SRA Principles. Further information on how to report your concerns can be found on the SRA website (www.sra.org.uk).
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Reach Commercial Finance Limited. Registered in England no 09056450. Leonard Curtis is a trading style of Reach Commercial Finance Limited. Leonard Curtis is a broker not a lender and is independent with access to the whole of market. We may receive commissions that will vary depending on the lender, product or other permissible factors. The nature of any commission model will be confirmed to you before you proceed. Authorised and regulated by the Financial Conduct Authority FCA no. 753686. Registered with the Information Commissioner’s Office reference ZA069234
Leonard Curtis Legal Limited is a limited company, registered in England and Wales with registered number 09820186. Registered office: Riverside House, Irwell Street, Manchester M3 5EN. Leonard Curtis Legal Limited is registered with the Solicitors Regulation Authority with number 626004.